Customer Success Manager
As a Customer Success Manager (CSM) at Flowable, you will play a pivotal role in ensuring our customers achieve measurable success with our platform. You will partner with customers to drive adoption, deliver business value, and build long-term relationships that lead to retention and expansion. This role is customer-facing and requires a balance of strategic advisory skills, product expertise, and commercial awareness. The ideal candidate combines a passion for customer advocacy with the ability to engage executives and operational users alike.
Responsibilities:
Customer Adoption & Outcomes: Lead onboarding and success planning for new customers, define measurable success criteria, drive platform adoption across business and technical teams, and conduct regular QBRs/EBRs to align on achieved outcomes.
Customer Health & Retention: Monitor customer health metrics, proactively manage renewal risks, own the renewal process, and implement recovery plans for at-risk accounts.
Expansion & Growth Influence: Identify and drive expansion opportunities, collaborate with Account Executives to ensure customers realize value pre-renewal, and align customer vision with Flowable's product roadmap.
Collaboration & Internal Alignment: Work closely with Engagement Managers for smooth handovers, relay structured customer feedback to internal teams, and share success stories and best practices across the organization.
Qualifications:
6+ years' experience in Customer Success, Account Management, Solution Consulting, or Professional Services at a SaaS/Enterprise Software vendor.
Proven track record of improving adoption, retention, and expansion in enterprise accounts.
Strong communication skills, capable of engaging with C-level executives as well as hands-on practitioners.
Analytical skills to interpret product usage data and customer health metrics.
Experience in BPM, DPA, Case Management, or enterprise workflow solutions preferred.
Fluent in English; German or other European languages are a strong plus.
