Skills this job asks for
Customer successProduct managementAccount managementSwift
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About the role
The role
At Mia-Platform, we build cutting-edge software that empowers enterprises to accelerate their digital transformation and master platform engineering. As a Customer Success Manager (CSM), you will be the trusted advisor and strategic partner to our large enterprise clients.
Your mission is to drive deep software adoption, maximize client ROI, and ensure long-term satisfaction. Acting as the critical bridge between our clients' business leaders and our internal Product and Technical teams, you will champion the voice of the customer and ensure mutual, scalable growth.
Responsibilities will include
• Cultivate Trusted Partnerships: develop and sustain deep, long-lasting relationships with key stakeholders and decision-makers within enterprise client organizations.
• Value Realization: deeply understand each client's unique business goals, technical challenges, and strategic objectives to deliver tailored enablement paths.
• Drive Adoption Strategies: collaborate with clients to build and execute comprehensive adoption frameworks, ensuring they derive maximum value from Mia-Platform’s ecosystem.
• Proactive Expansion: identify strategic upsell and cross-sell opportunities that align with the client’s evolving digital roadmap. Partner closely with Sales and Account Management to drive expansion revenue.
• Mitigate Churn: proactively identify and resolve adoption roadblocks, turning technical or organizational challenges into opportunities for growth.
• Product Evangelism: keep clients educated and excited about the Mia-Platform roadmap, proactively introducing new features, product updates, and industry best practices.
• Cross-Functional Collaboration: act as the primary advocate for client feedback internally, working alongside Product, Support, and Technical Delivery teams to ensure swift resolution of complex issues and align product evolution with market needs.
• Data-Driven Decisions: analyze usage data, health scores, and customer feedback to derive actionable insights, delivering regular Business Reviews (QBRs) to showcase measurable ROI.
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Milano , Lombardia, Italy