Customer Success Manager

Role Overview

The Customer Success Manager is responsible for leading a virtual team and managing customer relationships to ensure successful adoption and productive use of IFS products and services.

What You Will Do

The role involves driving customer satisfaction and loyalty through strong relationships, leveraging business outcomes, and supporting digital journeys.

Why It Might Be a Fit

The ideal candidate will have experience in Customer Success, Service Delivery, or Project Delivery, and industry depth in Field Service Management, Manufacturing, Telco, Energy & Utilities, or Aerospace and Defense.

Requirements

• Previous experience in Customer Success, Service Delivery or Project Delivery in a customer-facing role
• Industry depth and experience in either Field Service Management, Manufacturing, Telco, Energy & Utilities, or Aerospace and Defense
• Familiarity and perspective on respective industry-related trends, operating KPIs, and value drivers
• Strong acumen on delivery methodology and delivery service offerings
• Ability to lead through influence and trust internally within IFS and externally with Customers and Partners
• Knowledge of the Business Value Engineering (BVE) tools and overall process
• Ability to develop Value Metrics and measure the outcome of the Success program with the Customer or Partner
• Understanding of subscription services and able to support renewal process of services and licenses with engagements required to secure revenue
• Maintain the revenue margin for the assigned Success accounts
• Drive utilization for the subscribed services
• Communication and collaboration with Sales on any potential upsell and cross-sell opportunities
• Communication with Global Delivery Senior Leadership Team on potential escalations
• Ability to navigate within other IFS departments such as Support, R&D, and Sales
• Passion for creating strong and trusted customer relationships, with a focus satisfaction and exceeding expectations
• Active listening, strong interpersonal communications, and relationship building
• Excellent communication and relationship management skills
• Experience in building, maintaining, and evolving relationships with executives
• Strong business acumen
• Bachelor’s degree, master’s degree or equivalent work experience in a relevant field
• Fluency in both English and Japanese (verbal and written)
• Domain knowledge of IFS Applications would be a plus

Benefits

• Dental insurance
• Vision insurance
• Health insurance
• Paid holidays
• Flexible work arrangements
• Opportunities for professional growth and development