At C5MI, we help world-class manufacturing and supply-chain operations accelerate and win. We are functional experts that understand how to leverage technology to improve business outcomes and create better, stronger, more efficient operations. We seek to understand our client’s business processes and look to transform and improve them through technology to create a stronger foundation, drive technology adoption, and generate real business value.

Our Team

At C5MI, our core values influence everything we do. We Challenge the present, believing that speaking your mind with equal parts brain (what to say), thoughtfulness (when to say it), and caring (how it’s said), is the only way to grow and be successful. We Have Fun, believing that we are on a journey together and that life isn’t all about work. We are All In, believing that passion and energy cannot be faked. We Never Screw The Customer, believing that if we take care of our customers, offering honest opinions and robust solutions, we all win. We Get Stuff Done, believing that winners don’t make excuses. We relentlessly execute, swarm challenges, solve problems and do what we say we will do. We believe in Environmental Stewardship and Sustainability, leading awareness and adoption of environmental and sustainability best practices.

If these core values resonate with you and you want to join our experienced, hard-working team, please read on.

What You Will Do

At C5MI, you will learn from and work with highly experienced information technology, manufacturing, and supply chain professionals. We have the highest level of dedication to delivering what we commit to, building trusting relationships with coworkers and customers, and developing employees into experts in their fields. We challenge the status quo, execute relentlessly, and celebrate success.

We are seeking a Customer Success Manager to join our dynamic team, dedicated to fostering strong and lasting relationships with our clients. As a Customer Success Manager, you will be responsible for ensuring the success of our customers by understanding their needs, addressing concerns, and driving additional consumption of our products and services within their organization. This role emphasizes a customer-centric approach, focusing on guiding clients through their maturity journey and supporting their evolving needs.

Daily activities include:

• Builds and maintains strong relationships with key customers by handholding them throughout their journey with C5MI, understanding their needs, and engaging them with our products/services.
• Acts as the primary point of contact for assigned accounts, ensuring a high level of customer satisfaction and thereby increasing customer retention, preventing churn, building loyalty, and generating expansion revenue.
• Develops a deep understanding of our products and services to effectively advise customers on their usage and potential enhancements.
• Proactively identifies and addresses customer concerns, ensuring a positive overall experience.
• Manages partner relationships that will be critical to customer program success.
• Monitors customer usage and engagement, identifying opportunities for upselling and cross-selling additional products and services.
• Presents, communicates, and helps sell additional products – boots on the ground with sales.
• Assists customers in navigating and optimizing our document processing solutions.
• Troubleshoots and resolves customer issues promptly, collaborating with internal teams as needed.
• Works closely with the sales and delivery teams to identify opportunities for expansion within existing accounts.
• Collaborates with support teams to ensure timely resolution of customer issues and inquiries.
• Serves as a customer advocate within the organization, providing valuable feedback to inform product development and improvements.
• Encourages satisfied customers to participate in case studies, testimonials, and other advocacy activities.

Required Experiences and Skills

• Bachelor's degree in Business, Marketing, or a related field preferred.
• Proven experience in account management, customer success, or a related role.
• Strong communication and interpersonal skills.
• Ability to understand and articulate technical concepts.
• Demonstrated problem-solving and decision-making abilities.
• Results-driven with a focus on achieving and exceeding sales targets.
• Familiarity with document processing and related technologies is a plus.

Desired Experiences and Skills

• Experience working in the government contracting space.

Location: Remote

Travel: up to 50% varying based on client needs

Full time

C5MI is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.