Platform Success Manager

About the Role

This position is for a Platform Success Manager based in the United States, working with a fast-scaling enterprise technology company. The role is situated at the nexus of customer success, platform adoption, and product feedback. You will be instrumental in guiding customers through successful onboarding, ensuring they maximize the value derived from a modern IT lifecycle management platform. This position requires a blend of direct customer interaction, strategic process design, data analysis, and collaboration across various internal teams. Your work will involve translating customer needs into tangible product improvements and scalable best practices, focusing on fostering long-term engagement and sustained platform value. You will operate within a collaborative setting that emphasizes strong communication, organization, and customer empathy, playing a high-impact role in shaping the customer experience.

Accountabilities

• Oversee the entire customer lifecycle, from initial onboarding to sustained adoption, ensuring clients successfully integrate and continuously benefit from the platform.
• Spearhead the onboarding process for new clients, guaranteeing a seamless and structured implementation.
• Create comprehensive onboarding materials, training modules, and enablement resources to facilitate platform adoption.
• Maintain proactive customer engagement through regular check-ins and business reviews to gauge satisfaction and identify expansion opportunities.
• Monitor user engagement and platform usage data, deriving actionable insights for internal teams.
• Gather and analyze customer feedback, collaborating with product teams to prioritize feature enhancements and improvements.
• Develop, document, and refine customer success processes to ensure scalability and consistency.
• Provide ongoing training, support, and troubleshooting to enhance customer adoption and platform value realization.
• Work closely with product, engineering, and other internal departments to elevate the overall customer experience.

Requirements

• Demonstrated experience in customer success, onboarding, account management, or platform support.
• A strong aptitude for building rapport with both technical and non-technical stakeholders.
• Experience in developing and optimizing processes for customer onboarding and ongoing engagement.
• Proficiency in analyzing user engagement and product usage metrics.
• Exceptional communication skills, characterized by clarity, empathy, and a structured approach.
• Ability to effectively manage multiple clients and competing priorities in a dynamic environment.
• Comfortable engaging with technical platforms and articulating their value to diverse audiences.
• A robust problem-solving orientation focused on continuous improvement and achieving customer objectives.
• Self-motivated and organized, with the capacity to establish scalable success frameworks.
• A Bachelor's degree or equivalent professional experience is preferred.

Benefits

• A competitive compensation package including a base salary and performance-based OTE ranging from $110,000 to $120,000.
• Comprehensive health, dental, and vision insurance coverage.
• A 401(k) retirement savings plan.
• Paid time off and observance of company holidays.
• Paid parental and caregiver leave.
• Access to ongoing learning, training, and certification opportunities.
• The chance to work with cutting-edge enterprise IT platform technology.
• A strong emphasis on professional growth and cross-functional development.
• An inclusive work environment featuring employee resource groups and engagement activities.
• A flexible and collaborative atmosphere that promotes work-life balance.

How Jobgether Works

Jobgether utilizes an AI-driven matching system to ensure applications are reviewed efficiently, impartially, and against the key requirements of the role. The system identifies top candidates, whose profiles are then forwarded to the hiring company for their internal review and subsequent steps, such as interviews.

Data Privacy Notice: By applying, you consent to Jobgether processing your personal data for candidacy evaluation and sharing relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under data protection laws (including GDPR). You retain rights to access, rectify, erase, or object to your data processing at any time. AI tools may be used to assist in application review and analysis, but final hiring decisions remain human-led. For more information on data processing, please contact us.