Senior Customer Success Manager

Job Overview

The Client Success Manager is an integral part of the account management team and is responsible for developing long-term, trusted advisor relationships with assigned clients. This is achieved by maintaining a clear understanding of their client’s goals and objectives; analyzing data and delivering improvement to Client ROI and value drivers; strong internal and external communications; identifying revenue opportunities and enhancing profitability for both the Client and OnProcess. The role is considered an opportunity for individuals seeking advancement within the company.


Responsibilities and Duties

• Understand and memorialize updated Customer objectives for leveraging the platform / solution
• Support positive Onboarding of new customers
• Drive adoption and usage of platform features and functionality
• Monitor and proactively manage Customer Satisfaction
• Facilitate SOW renewals
• Revenue growth

• Provide business requirements for program and participate in User Acceptance Testing (UAT)
• Facilitate training / certification on Agora DSI Portal features and functionality to customers
• Administer customer onboarding satisfaction survey
• Create and maintain updated Client Success Plans

• Adoption: Time since last login, time logged in, # users logging in vs. expected, transactions
• Features: Key features and functionality that drive retention (features used, how often, time since
usage, last time recommendations were approved, % recommendations approved)
• Monitor results vs. usage – how can improved adoption help our clients achieve their strategic
• Monitor support tickets to understand customer experience and areas of opportunity for re-training
• Provide proactive re-training based on adoption / usage / support ticket data -or- based on
• Coordinate closely with Product team to provide voice of the Customer

• Liaise between customer and the BTS and Product teams on issues, changes, enhancements
by the customer
• Share product enhancement ideas based on customer interactions
• Monitor customer satisfaction ratings with Onboarding, Transactions, Service Requests, etc. and
share with
relevant teams
• Raise potential client risks based on monitoring / usage / value impact / customer satisfaction
• Create and deliver business reviews at regular intervals based on identified support segment

• Monitor and facilitate SOW renewals, increase in licenses


• Proven Customer Success in a SaaS environment or industry expertise preferred
• 5+ years plus in Customer Success manager, account management or project management role
• Demonstrated ability to communicate, present and influence credibly and effectively at multiple
levels of the organization
• Responsibility without authority; be able to manage through influence
• Ability to interpret and present data and results; process minded
• Analytical mindset with ability to use logical and critical thinking
• Proven ability to manage multiple projects at a time while paying strict attention to detail and exercise problem solving
• Proficiency in Microsoft Excel, Access, PowerPoint and Power BI
• Excellent verbal, listening, interpersonal, communication, negotiation and presentation skills


Education Requirements

Bachelor’s Degree


Experience Requirements

4+ years


About OnProcess

OnProcess is on a mission – to transform and drive the world’s circular service supply chains – for brilliant customer experiences, efficiencies at the speed of digital, and more sustainable ‘circular economy’ processes.
At OnProcess, we encourage a collective sense of engagement, affirmation and belonging, where everyone is proud to be a member of our company. As a global business, we recognize our ability to understand, embrace and operate in a multicultural world – both in the marketplace and in the workplace – is critical to our long-term sustainability. That’s why we are committed to a company-wide culture that understands that diversity, equity, and inclusion is essential.