Customer Success Manager

Welcome to Login VSI, where innovation and growth converge. Login VSI's mission is to provide organizations with the solutions and insights needed to ensure a seamless and reliable digital workspace experience for their end-users. We aim to help businesses optimize the performance, scalability, and predictability of their virtualized desktop and application environments. Through our industry recognized platform, Login VSI empowers organizations to achieve the highest levels of user satisfaction and productivity in their virtualized environments. 

Reporting to the VP, Customer Success, the primary role of the Customer Success Manager (CSM) is to own the post-sales customer relationships within a portfolio of assigned accounts within North America. The primary responsibilities include driving customer adoption, value attainment from our solutions, retention of existing customers, and feedback to internal stakeholders. We are seeking a customer driven, personable, and self-motivated candidate who will work closely with customers to understand their goals, offer strategic guidance, and drive long-term satisfaction and retention.

Key requirements:  

• Oversee customer engagement and outcomes for customers in your portfolio, understanding each customer's needs and challenge 

• Develop a trusted advisor role with our customer end-users and executive sponsors to drive product adoption and ensure they are using the solution to achieve full business value 

• Partner with internal Login VSI team members to align account activities with the customer's goals to drive adoption 

• Monitor utilization trends to identify at-risk customers and work with internal and external stakeholders to develop a plan to re-engage and drive value 

• Conduct periodic customer health checks 

• Lead a multifunctional team of internal support and customer resources during onboarding to ensure successful product adoption with new customers and deliver fast time to value.  Provide regular project status updates to both internal teams and clients, ensuring transparency and managing expectations. 

• Define and manage customer project scope, timelines, and expectations, ensuring all milestones and deliverables are clearly documented.  Identify and mitigate potential risks during the course of customer projects, taking proactive steps to avoid delays or complications. 

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product 

• Ensure any escalated client issues are resolved quickly and escalated where appropriate, utilizing resources from across the company ecosystem 

• Prepare presentations and educate customers on new features and releases