Customer Success Manager – Stratumn

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.