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Customer Success Manager

May 15, 2026

Reporting to our Chief Customer Officer, the

Customer Success Manager (Remote)

will be responsible for helping existing customers maximize their usage of Profisee’s Master Data Management (MDM) Platform, resulting in customer retention, expanded deployments, and enthusiastic customers helping to promote Profisee. Preference for candidates in Pacific Time Zone. As a North America Profisee CSM, you will manage 40-50 enterprise software accounts that span different customer segments (strategic, develop, sustain), that are in different points in their customer journey (new customers, steady-state existing customers), and are using Profisee under different license models (SaaS, subscription and perpetual) and deployment models (SaaS, Platform-as-a-Service within the customer’s cloud tenant, IaaS within the customer’s cloud tenant, and on-premise). Your accounts will span multiple industries.

Objective #1: Platform Adoption.

You will work across Profisee teams, functions, and partners to ensure that both new and existing customers are leveraging Profisee to deliver tangible business value: increased revenue, decreased cost, or decreased risk.

New customers: You will engage with day-1 customers as the facilitator to ensure that project planning, kick-off, requirements documentation, implementation, and go-live remain on track. Although not responsible for the delivery of those actions, you will ensure that the cross-functional teams who are responsible are tracking, and alert leadership to potential risks or delays. Existing customers: Prioritized by customer segment (strategic, develop or sustain), you will ensure that the existing customers are optimally utilizing the Profisee platform to realize maximum benefit from the customer’s partnership with Profisee. As needed, you will leverage support, professional services, partners and other leadership to ensure that Profisee is and will continue to deliver value as customers navigate their data journey.

Objective #2: Retention & Renewals.

By ensuring customers are realizing tangible results through platform adoption, each quarter you will exceed 95% gross retention of annual recurring revenue that is up for renewal.

Manage escalations: In software, challenges to occur. When new or existing customers experience major challenges with their deployment, you will serve as the quarterback to bring in the right resources to assess the situation, develop mitigation plans, and then ensure those plans are executed to resolve the customer issues. Proactively identify and mitigate risk: By thoroughly understanding the implementation/adoption status and solution significance within your assigned accounts, you will leverage cross-functional teams to help struggling customers realize their data management goals.

Objective #3: Customer Satisfaction.

Your cross-functional coordination of Profisee, partner and customer resources to ensure value realization will create enthusiastic customers who will readily promote Profisee to colleagues and peers.

Become the dependable go-to single point of contact to address customer needs. As the Profisee customer success manager you are not expected to know every answer or be able to carry out every action item independently. You are expected to leverage your peers, cross functional teams, and Profisee partners to meet customer expectations along their customer journey. Make key stakeholders and executive sponsors within our customers “Data Heros” within their own organization: By being the reliable go-to to align cross-functional teams both within Profisee and within your accounts, you will enable your customers to unleash the power of their own data. The key stakeholders and executive sponsors that you support will be able to advance their company’s objectives, and in so doing, become “Data Heros” within their organization.

Objective #4: Expansion.

Building upon adoption, you will identify additional use cases for the Profisee platform that result in platform expansion.

Understand use cases and value drivers across industries: Armed with a fundamental understanding of core business operations across several industries, you will leverage documented customer results and case studies to actively promote additional Profisee use cases among your accounts. Leverage Profisee thought leaders and executives to align to customers’ strategic goals: You will recognize high-potential or high-risk accounts, and engage cross-functional resources to develop an engagement plan to leverage those cross-functional resources in order gain access to customer executives and to align Profisee with customer strategic goals.

In 30 Days: Understand the solutions and value Profisee delivers, understand Profisee’s account segmentation and corresponding engagement motions, and your accounts.

Thorou

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

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When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

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4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

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Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

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This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...