About this role
Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. The CSM serves as a trusted advisor, translating business goals into success plans while helping customers manage CLM processes, organizational change, integrations, and AI-enabled capabilities.
Key Responsibilities
- Own the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization.
- Lead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition.
- Build success plans that connect business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities.
- Advise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance.
- Drive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise.
- Lead customer health reviews, executive business reviews, and strategic sessions that communicate progress, value, risks, recommendations, and next steps.
- Support change management, governance, stakeholder readiness, and sustained adoption.
- Partner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers.
- Collaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes.
- Represent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs.
Required Qualifications
- 5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role.
- Experience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions.
- Practical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes.
- Strong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion.
- Ability to lead strategic conversations with executive, business, administrative, and technical stakeholders.
- Experience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans.
- High-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns.
- Experience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software.
- Excellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills.
- Ability to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment.
Preferred Qualifications
- Experience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology.
- Knowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations.
- Experience partnering with implementation, architecture, technical account, integration, or product teams.
- Familiarity with customer success platforms and support or work-management tools such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps.
- Strong Microsoft Office skills and experience creating executive-ready customer materials.
- Experience supporting Life Sciences or other highly regulated organizations is a plus.
What Success Looks Like
- Customers move into steady-state adoption with clear ownership, governance, and success measures.
- Stakeholders can connect Malbek to business objectives and demonstrate measurable progress and value.
- Adoption risks, technical dependencies, and organizational barriers are identified early and addressed through coordinated plans.
- Executive sponsors receive clear, outcome-focused communication and view the CSM as a trusted advisor.
- Customer insights drive improvements across Malbek’s product, services, support, and Customer Success programs.
Ideal Candidate Profile
The strongest candidate combines a consultative mindset and strong ownership with the ability to discuss business outcomes, CLM workflows, adoption, change management, integrations, and AI-enabled capabilities. They turn complex customer needs into clear plans that support successful SaaS adoption and long-term partnershi