Customer Success Manager

**Introduction** At IBM Global Sales, we bring together innovation, collaboration, and expertise to help clients solve their most complex business challenges. Working across industries and geographies, you’ll partner with colleagues, clients, and partners to co-create solutions that drive digital transformation and lasting impact.Success in Global Sales is built on curiosity, empathy, and collaboration. You’ll connect technical understanding with strong people skills, building trusted relationships and shaping solutions that improve business and society. With world-class onboarding, continuous learning, and a supportive culture, IBM offers the tools and opportunities to grow your career. Join us and be part of a global team that’s passionate about driving innovation and making a difference. **Your role and responsibilities** ​​​​ About the Role: Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That’s the power of data in motion in action—giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we’re building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world. We’re looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent’s enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow—whether you’re just starting out in your career or managing a large team, you’ll be amazed at the magnitude of your impact. A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, Renewals and Subscription expansion within our SMB accounts. You will be a trusted advisor to our customers where you help them to fully utilise the Confluent Products. What You Will Do: * Own the ultimate success of our SMB customers in your territory, ensuring they realise the full value of the Confluent Products.. * Accountable to maintaining customer health, driving consumption, forecasting and retention of the account base * Maintain positive customer relationships through timely consumption check-ins with the customers, by sharing detailed customer usage metrics * Leverage the insights gained from customer interactions to accurately forecast renewals, upsells or downgrades * Own the renewal process, collaborate with internal stakeholders for timely execution of renewals, ensuring high retention rates * Drive consumption through thorough understanding of use case and offering value added services tailored to customer needs * Proactively identify risks, collaborate with internal stakeholders to come up with remediation plans and churn prevention * Identify new selling opportunities by unlocking new usecases through effective Discovery and architecture deep-dive * Work closely with the sales teams throughout the process - expansion, up-sell, risks and additional service/support opportunities withinaccounts. * Coordinate the engagement of other Confluent resources (e.g.Customer Operations, Solutions Engineers, Deal Desk etc.) to ensureongoing customer success. * Promote the use of Confluent features and technology, communicating ROI throughout the customer lifecycle to stakeholdersof all levels * Maintain relationships with key users and decision makers at assignedcustomers, keeping them connected to value being added by our products. * Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product. **Required technical and professional expertise** * You have a minimum of 3-5+ years of experience in a Customer Success capacity with a track record of increasing customer satisfaction, adoption, forecasting and retention. * Comfortable working with SMB, Longtail accounts. * Contract negotiation experience with the ability to provide timely recommendations and drive decisions for mutually beneficial outcomes. * You are data-driven in your decisions and assume full ownership and accountability for your work. * Aptitude to pick up technology and become proficient in mapping customer’s business goals to Confluent’s features and functionality * You have prior experience with data streaming or cloud software technologies * You are a great and thoughtful communicator and listener * Ability to conduct effective Discovery sessions and unlock new opportunities * You are a team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources. * Open, growth mindset and high degree of self-accountbility fostered in a fast-paced, high-growth, dynamic environment. * Strong customer-centric mindset. Awareness of customer journey framework, with the ability to prescribe ideal outcomes and guide customers along the path. * Salesforce and Tableau user fluency. * You'll have the ability to articulate, educate and advise the business value to businesses of all sizes * You have prior experience of working with large set of customers ensuring timely outreaches to enhance customer experience IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.