Customer Success Manager

Sustainability that means business

Who we are:

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What we do:

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our people

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Position Overview:

As a Customer Success Manager at AMCS, you will serve as the primary point of contact for our customer base, ensuring the overall success and growth of relationships with existing clients. You will work proactively to understand and meet customer needs, mitigate churn risk, and drive customer satisfaction. You will also play a key role in cross-selling and upselling AMCS products, facilitating customer engagement, and contributing to internal initiatives such as customer data cleanup and product adoption.

Key Responsibilities:

• Customer Relationship Management:

  • Serve as the main point of contact for AMCS customers, maintaining long-term relationships and overseeing customer success across the organization.

• Upsell and Cross-sell:

  • Identify opportunities for upselling and cross-selling AMCS products to existing customers and drive revenue growth.

• Customer Communication and Engagement:

  • Maintain proactive communication with customers through various channels (in-person meetings, QBRs, phone, email, webinars) to ensure ongoing satisfaction and identify potential issues.

  • Create and coordinate mass communications to AMCS customers as needed to promote new products, features, or services.

• Customer Sentiment Tracking & Churn Prevention:

  • Monitor customer sentiment, track churn, and identify at-risk customers.

  • Develop churn forecasts and provide detailed reports including churn totals, churn by product, and churn risk.

  • Proactively engage with customers at risk of churn to drive retention and resolve issues.

• CPI Dispute Assistance:

  • Assist customers with CPI (Customer Price Increase) disputes while ensuring alignment with the annual CPI target.

• Contract Renewals & Advocacy:

  • Assist with classic contract renewals, including coordinating steps to ensure timely and successful completion.

  • Ensure customers maintain an advocacy/referenceable status to serve as testimonials or case studies.

• Data and System Maintenance:

  • Contribute to data cleanup efforts across platforms such as Salesforce and NetSuite to ensure accurate and up-to-date customer records.

• Product Adoption & LEAP Collaboration:

  • Collaborate with the LEAP team to develop insights on customer adoption of AMCS products and promote best practices for platform usage.

• Classic Customer Engagement:

  • Lead the coordination and execution of customer engagement initiatives, such as "Ask the Expert" sessions, to foster deeper relationships and ensure customer success.

• Salesforce Tracking & Reporting:

  • Track closed/won opportunities generated by the Customer Experience (CX) team in Salesforce, providing timely updates and insights.

  • Summarize key takeaways from quarterly earnings calls for AMCS’s publicly traded customers, and document them in Salesforce.

• Academy Content & Webinars:

  • Utilize AMCS Academy content to host webinars or share through email, targeting specific customer segments to drive confidence and adoption of the NextGen platform.

• Other Duties:

  • Perform other tasks as assigned by management, contributing to the overall success of the customer success team and AMCS organization.

Skills & Qualifications:

• Bachelor's degree or equivalent experience in a related field.

• 3+ years of experience in customer success, account management, or a related role.

• Strong understanding of customer retention strategies and product adoption.

• Excellent communication skills, both verbal and written.

• Experience with CRM tools (Salesforce, NetSuite) and data management.

• Ability to work independently and in cross-functional teams.

• Proven track record of managing customer relationships, driving customer satisfaction, and reducing churn.