Promena - Customer Success Management Specialist - Lead

We are looking for professionals who take full ownership of their customer portfolio, proactively drive outcomes, and bring a strong commercial mindset to identify growth opportunities within existing accounts.Job DescriptionServe as the primary point of contact for all post-sales activities, including customer onboarding, consultative guidance, product training, technical support, and assigned account management.Monitor customer health metrics and sentiment trends, proactively identifying risks and taking timely action to maintain customer confidence and satisfaction.Build and strengthen relationships across a diverse customer portfolio through ongoing support, training, and strategic engagement with key stakeholders.Establish long-term customer success roadmaps with defined milestones and regular checkpoints to ensure continuous value realization.Drive product adoption and usage by promoting best practices, introducing new features and system upgrades, and supporting smooth implementation.Act as the voice of the customer internally by gathering feedback, identifying enhancement requests, and collaborating closely with Product, Project, and Support teams to deliver effective solutions and contribute to the product roadmap.Proactively identify critical success factors and business process improvement opportunities to enhance the overall customer experience.Identify customer needs within the managed portfolio and generate upsell opportunities.Partner with the Marketing team to develop customer success stories and case studies.Collaborate with the Support team to create and update user guides and training materials to improve system adoption.Qualifications Bachelor’s degree in Industrial Engineering, Computer Engineering, Business Administration, Management Information Systems, or a related field.Minimum 3 years of experience in Customer Success, Customer Relationship Management, or Account Management, preferably within technology solution providers.Experience working with CRM platforms and strong proficiency in MS Office applications, including advanced Excel skills for data analysis and reporting, and PowerPoint for customer presentations.Professional fluency in English.Customer- and results-oriented mindset with strong analytical and problem-solving skills.Strong stakeholder management, influencing, and negotiation skills, with the ability to build effective and collaborative relationships.Ability to manage multiple accounts and priorities simultaneously, with solid planning, organization, and reporting capabilities.Team player with a positive attitude and a proven track record of consistently meeting commitments.Preferably experienced in procurement processes and familiar with Agile methodologies.Ability to travel as required; valid driver’s license and no travel restrictions.