Customer Success Manager

About US At Qmatic, our purpose is clear: a world where everyone can access the services they need. For more than 40 years, we have shaped how people connect with essential services?reducing friction, simplifying journeys, and enabling organizations across retail, finance, healthcare, and the public sector to deliver world-class customer experiences. Today, Qmatic operates as a truly international company, serving customers and partners across Europe, North America, and global markets. Our solutions power service journeys for leading enterprises and public organizations worldwide.

The Role The Customer Success Manager is responsible for managing and growing relationships with assigned customers to ensure strong retention, customer satisfaction, and long-term value realization. This role serves as a primary post-sale relationship owner, working closely with customers to support adoption, monitor account health, facilitate renewals, and identify opportunities to strengthen engagement across the customer organization. This individual will act as both a customer advocate and a strategic business partner, helping customers achieve desired outcomes while coordinating cross-functional internal resources to deliver a high-quality customer experience. The Customer Success Manager will also partner with Sales to support expansion opportunities within existing accounts. The ideal candidate will have prior experience in a Customer Success Manager role and demonstrate strong relationship management, commercial awareness, and cross-functional collaboration skills.

• Manage a portfolio of assigned customer accounts and serve as a primary point of contact for ongoing relationship management.
• Lead and coordinate contract renewal activities, including renewal planning, tracking, risk identification, and internal alignment to support successful and timely renewals.
• Monitor customer health through regular review of account activity, adoption trends, satisfaction indicators, and business outcomes.
• Proactively identify and mitigate retention risks by developing action plans and partnering with internal stakeholders to address issues in a timely manner.
• Build and expand relationships within customer organizations by identifying and engaging additional stakeholders, decision-makers, and champions.
• Help customers define, measure, and achieve value from the company's products and services.
• Conduct regular customer meetings, business reviews, and success planning sessions to maintain engagement and align on objectives.
• Manage internal customer expectations by clearly communicating customer priorities, needs, and concerns to appropriate internal teams.
• Collaborate with Sales to support expansion opportunities within existing accounts, including identifying potential upsell or cross-sell needs and assisting with account strategy.
• Partner closely with Sales, Professional Services, Support, Product, Finance, and other internal teams to ensure a consistent and effective customer experience.
• Maintain accurate and timely customer records, account plans, renewal updates, and activity documentation in CRM and other business systems.
• Contribute to the development and continuous improvement of customer success processes, standards, and best practices.

Required Qualifications

• Bachelor's degree in Business, Communications, Marketing, or a related field, or equivalent combination of education and relevant experience.
• Minimum 5 years of experience in a Customer Success Manager role or a similar customer-facing account management position.
• Demonstrated experience managing customer renewals and supporting retention efforts.
• Proven ability to build strong, trust-based relationships with customer stakeholders at multiple levels of an organization.
• Experience monitoring and managing customer health, including identifying risks and driving proactive resolution.
• Strong verbal, written, and interpersonal communication skills.

• Strong organizational and time management skills, with the ability to manage multiple priorities and accounts effectively.
• Ability to work cross-functionally and influence internal teams in support of customer outcomes.
• Proficiency with CRM platforms and related customer management tools.
• Preferred Experience
• Prior experience in a B2B software, technology, solutions, or services environment.
• Prior experience work in Government and/or Healthcare.
• Experience supporting account expansion, upsell, or cross-sell opportunities in partnership with Sales.
• Experience conducting executive business reviews and success planning with customers.
• Familiarity with customer success methodologies, health scoring, and value realization frameworks.
• Knowledge, Skills, and Abilities
• Strong customer relationship management and account management capabilities.
• Ability to balance customer advocacy with business objectives.
• Strong analytical and problem-solving skills.

• Ability to identify commercial opportunities while maintaining a customer-centric approach.
• Ability to manage sensitive customer situations with professionalism and sound judgment.
• High degree of initiative, accountability, and collaboration.

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