Customer Success Manager – Stratumn

Job Description

Role Overview 

The Customer Success Manager (CSM) is responsible for ensuring the successful implementation, adoption, and long-term satisfaction of Stratumn customers. Acting as a trusted advisor, the CSM sits at the intersection of client stakeholders, Stratumn’s Solution Engineering teams, and Product/Engineering teams. 

This role requires strong communication skills, a professional level of English, the ability to operate comfortably in a technical environment, and the capacity to translate customer needs into actionable insights for internal teams. 

Key Responsibilities 

1. Customer Success & Relationship Management 

- Build strong, long-term relationships with customer teams. 

- Lead Customer Success Reviews and Steering Committees. 

- Serve as the voice of the customer within Stratumn. 

- Ensure customers fully understand Stratumn’s capabilities and best practices. 

2. Coordination with Solution Engineers 

- Collaborate daily with Solution Engineers to ensure complete and accurate configuration. 

- Translate customer requirements into functional specifications. 

- Support the review of process configuration and participate in troubleshooting. 

- Coordinate technical integration between client systems and Stratumn APIs. 

3. Project Management & Delivery 

- Lead and coordinate implementation phases to meet project milestones. 

- Explain data flows, process flows, and solution architecture to customers. 

- Conduct or coordinate testing activities and ensure resolution of issues. 

- Document project scope, customer requirements, and Customer Success plans. 

4. Post-Implementation Success 

- Support customers during transition to production. 

- Promote best practices and identify opportunities for increased adoption. 

- Monitor solution usage and drive continuous improvement. 

5. Internal Collaboration & Continuous Improvement 

- Work closely with Product teams to communicate customer needs and propose improvements. 

- Share best practices with internal teams and partners. 

- Contribute to tools or processes that improve customer autonomy. 

Qualifications

Required Skills & Experience 

- Experience in Customer Success, Project Management, Business Analysis, or SaaS delivery. 

- Strong understanding of business application deployment cycles. 

- Ability to collaborate with technical teams and understand technical concepts. 

- Strong analytical and communication skills in English. 

- Experience documenting processes and project deliverables. 

- Ability to work autonomously with strong problem-solving skills. 

Nice-to-Have 

- Familiarity with REST APIs, integration middleware, or cloud architectures. 

- Experience working with product, marketing, design, or engineering teams. 

Additional Information

What We Offer: 

• Opportunity to lead cutting-edge AI projects in a global consulting environment. 

• Lead transformative AI initiatives within a global consulting environment. 

• Collaborative, high-energy culture with diverse, cross-functional teams. 

Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.