Customer Success Manager

Role Mandate

DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.

The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.

This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.

Scope of Responsibility1. Post-Onboarding Ownership & Customer Outcomes

• Take structured handoff from Sales and Operations once customers are onboarded and live.
• Develop a clear understanding of customer objectives, success metrics, deployment scope, and usage expectations.
• Define and track customer success plans aligned to agreed outcomes and commercial commitments.
• Ensure customers move from initial go-live to stable, value-generating usage.

2. Adoption, Usage & Value Realization

• Drive product adoption across customer teams and sites.
• Monitor usage patterns, performance metrics, and outcome indicators.
• Identify gaps between expected and actual value realization and proactively intervene.
• Work with internal teams to resolve adoption blockers related to process, product, or operations.

3. Relationship Management & Executive Engagement

• Act as the primary point of contact for customers on value, outcomes, and long-term success.
• Build strong relationships with operational and business stakeholders on the customer side.
• Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.
• Maintain executive-level alignment to prevent surprises during renewals or expansions.

4. Retention, Renewal & Expansion Support

• Own customer health and renewal readiness.
• Identify early churn risks and drive mitigation plans.
• Partner closely with Sales to support renewals, upsells, and cross-sells with clear success narratives.
• Surface expansion opportunities based on demonstrated value and customer maturity.

5. Internal Coordination & Feedback Loop

• Work closely with Customer Support to ensure issues are tracked, prioritized, and resolved without impacting customer trust.
• Coordinate with Operations and Project teams when customer needs intersect with deployments or changes.
• Provide structured feedback to Product and Engineering based on customer insights.
• Advocate internally for customer needs while balancing commercial and operational realities.

6. Reporting & Discipline

• Maintain accurate customer health dashboards and success documentation.
• Track KPIs such as adoption, engagement, renewal likelihood, and expansion signals.
• Provide clear, data-backed updates to Sales and leadership.

What Success Looks Like

• Customers consistently achieve defined success outcomes.
• High renewal rates with minimal last-minute escalations.
• Expansion conversations are value-led, not price- or issue-driven.
• Clear visibility into customer health and risk across the portfolio.
• Strong trust between customers, Sales, and internal delivery teams

Must-Have Skills

• Strong customer empathy combined with commercial discipline.
• Ability to translate product capabilities into business outcomes.
• Structured communication and stakeholder management skills.
• Comfort working cross-functionally in fast-moving environments.
• Data-driven approach to customer health and decision-making.

Nice-to-Haves

• Experience supporting renewals and expansions alongside Sales teams.
• Familiarity with customer success tooling and health scoring frameworks.
• Exposure to multi-site or enterprise customers.

Cultural Fit

• Ownership mindset with accountability for outcomes.
• Comfortable being proactive, direct, and decisive with customers.
• Bias for long-term relationships over short-term wins.
• Thrives in high-growth, execution-oriented environments.