Cross Functional Advocate

This is a strategic role that goes beyond operational support to drive meaningful outcomes and enable renewals by maintaining a deep understanding of the customer's evolving business challenges and objectives.

The Customer Success Manager serves as the primary value realization owner throughout the customer lifecycle, ensuring measurable business impact aligned with the customer's critical success factors.

• Strategic Value Management:
  • Develop and execute value realization plans that track critical metrics tied directly to the customer's business outcomes and original buying decision.
  • Conduct regular business reviews with stakeholders focusing on ROI achievement, value demonstration, and strategic alignment.
  • Ensure continuous alignment between capabilities and the customer's evolving business priorities.
  • Translate technical capabilities into business value narratives that resonate with different stakeholders.
• Relationship Management and Governance:
  • Build and maintain strong relationships with key stakeholders across operational customer levels.
  • Drive effective governance cadence through structured communications, escalation paths, and decision-making frameworks.
  • Develop customer champions who advocate for Cross-Functional Support within their organization.
  • Partner with teams on strategic account planning to strengthen customer value creation and confirmation.
• Customer Growth and Expansion:
  • Proactively identify expansion opportunities by continuously mapping customer challenges to capabilities.
  • Collect customer diagnostics and track valuable metrics throughout the customer journey to build compelling business cases for solution expansion based on proven value delivery.
  • Collaborate with teams to execute land-and-expand strategies.
  • Create success stories and reference opportunities that showcase measurable customer outcomes.
  • Maintain high visibility into value realization, adoption metrics, and health indicators.
  • Identify and mitigate at-risk accounts through early intervention programs and champion development and engagement.
  • Ensure seamless renewal processes by providing clear ROI documentation and future value roadmaps.
  • Partner with internal teams to address concerns and remove barriers to customer success.
  Qualifications
  • 4+ years of experience in customer success or account management.
  • Bachelor's degree in business, marketing, or a related field.
  • Experience working in a fast-paced environment.
  • Strategic Thinking: Ability to understand complex business environments and translate product capabilities into strategic advantages for enterprise customers.
  • Value Articulation: Exceptional skill in communicating value propositions and ROI with a compelling command of the message across all stakeholder levels.
  • Customer Relationship: Confidence and credibility when engaging with stakeholders, with the ability to navigate multi-level conversations.
  • Business Acumen: Deep understanding of financial metrics, business processes, and industry-specific challenges in enterprise environments.
  • Consultative Approach: Proven ability to diagnose business challenges and prescribe solutions that drive measurable outcomes.
  • Relationship Building: Talent for creating trust-based partnerships that position the CSM as a trusted advisor rather than a vendor.
  • Data-Driven Decision-Making: Skill in leveraging quantitative and qualitative insights to drive strategic customer initiatives.
  Work Environment
  • 100% Remote Work
  • Open communication with leadership
  • Small, dynamic teams
  • Competitive salaries
  • 500 USD annual allowance for professional development
  • 2 Family days off

Simetrik considers qualified applicants for employment without regard to protected characteristics under applicable law.