Manager, Customer Success

The Role:
The Manager of Customer Success will lead a team of 8-10 customer success professionals to ensure clients achieve their desired outcomes with our products and services. This role involves developing strategies to enhance customer satisfaction, drive product adoption, and minimize churn while fostering long-term client relationships. The ideal candidate is a strategic thinker, skilled communicator, and results-driven leader who thrives in a fast-paced, customer-centric environment.
Responsibilities:

• Recruit, onboard, and train a high-performing customer success team.
• Provide coaching, mentorship, and career development opportunities.
• Monitor team performance against KPIs and implement improvement plans when needed.
• Work alongside the leadership team to enhance customer success strategies to maximize customer satisfaction, retention, and growth.
• Contribute to refining customer journey, ensuring consistent delivery of value at every stage.
• Collaborate with cross-functional teams (sales, product, marketing, support) to improve the internal and customer experience.
• Build and nurture relationships with key customers, serving as an escalation point for complex issues.
• Actively monitor customer health scores and proactively address risks.
• Champion the voice of the customer within the organization to drive continuous improvement.
• Track and analyze key metrics such as Net Retention Rate (NRR), Gross Retention Rate (GRR) and Customer Satisfaction (CSAT).
• Provide regular reports and insights to leadership on the team's performance.

Requirements:

• 5+ years in customer success, account management, or a similar role, with at least 2 years in a managerial position.
• Proven track record of achieving customer retention and satisfaction goals.
• Strong leadership and team-building abilities.
• Excellent interpersonal and communication skills.
• Analytical mindset with experience using CRM and customer success platforms (e.g., Salesforce & Planhat)
• Ability to handle challenging customer scenarios with professionalism and poise.
• Strategic thinker with the ability to implement practical solutions.
• Adaptability to thrive in a dynamic and evolving environment.
• Collaborative and open to feedback.

Benefits:

• Competitive salary commensurate with experience & qualifications.
• A comprehensive extended benefits package.
• A great team environment and resources, supporting you to do the best work of your life and providing unlimited career growth potential.
• Highly autonomous and entrepreneurial environment.
• On going support for learning development so you can continue to master your craft.
• Work with the hardware you're most comfortable with (Windows or Mac)
• Diverse and inclusive workplace where we all learn from each other.
• Excellent work-life balance with a flexible remote work environment.

Company Description:
As the industry-leading provider of document software development (SDK) technology powering everything from traditional desktop software to innovative web and mobile applications, at Apryse we are committed to delivering cutting-edge technology solutions that empower our clients to achieve their goals. With a broad international portfolio of combined companies, products, and leading technologies, we are actively changing the way the world works with documents to make work better and life simpler.
Customers like IBM, Autodesk, DocuSign, Boeing, Microsoft (and many more!) come to us to realize their web and mobile strategies for document management, editing, and collaboration as the #1-ranked commercial document SDK of choice for companies worldwide. As a result, you can find our document technology in thousands of solutions, including those of household names, used by millions across virtually every industry. Our XODO app alone has 25M unique installs -- and counting -- and the highest ratings among PDF productivity apps on the largest online app marketplaces.
Ready to join our team?
If you are interested in helping Apryse deliver on its commitments and taking your career to the next level, we invite you to apply online now. Additionally, we view the above section as a guide, not a checklist. We welcome diverse and non-traditional backgrounds and encourage you to apply even if you do not have every requirement listed.
We are committed to a work environment that is inclusive to all and free of discrimination. It is our policy to be an equal opportunity employer without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, genetic predisposition or carrier status, veteran status, citizenship status or any other factors prohibited by law. Apryse will provide reasonable accommodations for qualified individuals.