Customer Success Manager

An Amazing Career Opportunity for a Customer Success Manager

Location: Prague, Czech Republic

Job ID: 40874

The role of Customer Success Manager will include a broad range of tasks such as developing and maintaining ongoing customer relationships, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. This person will be able to provide insights on client-to-business interactions, improve customer experience through direct access to professional services and technical support, and handle customer complaints and requests.

Who are we?

HID powers the trusted identities of the world's people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: and

Identity and Access Management Solutions (IAMS):

HID Global IAM products protect more than 85 million user identities.

HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.

As our Customer Success Manager, you'll support HID's success by:

• Serving as a trusted partner and advisor to customers by providing business and product expertise
• Continuous monitoring, and working to improve customer satisfaction
• Driving the collection of promoters NPS and CSAT survey responses
• Identifying customer pain points & provide solutions
• Ensuring the application is being used for maximum benefit and is well aligned to the Customer's organizational imperatives
• Driving alignment between Customers and HID via regular touchpoints, including Quarterly Business Reviews with key stakeholders
• Being responsible for surface key usage analytics data as it relates to both the core application as well as with our Support organization
• Being an advocate for the adoption of the solution and working to produce a Customer environment conducive to renewal and growth
• Reviewing of roadmap interests, promotion of the roadmap and release process, as well as promoting customer events and webinars
• Developing and maintaining Customer Success Plans for each assigned account
• Building and maintaining close relationships with clients at both operational & strategic stakeholder levels, including senior executives
• Building and documenting knowledge about the client's business and technical setup, to aid all areas within HID IAM
• Acting as primary escalation point for customers on all issues or questions related to all HID IAM departments
• Leveraging Product Management & Marketing output and assisting in running product roadmap sessions with major clients to inform them of new features and functionality
• Collaborating and communicating with product organization(s) regarding customer needs and with account management on defining solution strategies
• Solicit customer feedback and working internally with product, account management and other teams to ensure understanding of customer needs and priorities
• Identifying any training / knowledge needs for clients and assist in delivering the training or engaging Professional Services, as required
• Where appropriate, providing feedback to scoping of professional services efforts with your assigned portfolio of customers
• Helping grow the application usage by supporting the account management team in pre-sales activities within your portfolio of Customer accounts
• Driving customer loyalty and advocacy, secure customer references
• Ensuring accurate and comprehensive view of key customer data by documenting and updating it in SalesForce CRM and other relevant tools. This includes maintaining a list of opportunities for business expansion
• Contributing to improved Customer Success metrics reporting, evaluation and documentation

Your Experience and Background include:

• Bachelor's degree in business or related field required. Applicants with equivalent education plus relevant work experience may also be considered
• 5+ years of experience working in a customer-facing role such as Professional Services, Sales or Customer Success Management
• Highly organized and able to prioritize and manage multiple workstreams and projects in parallel
• Excellent communication and interpersonal skills
• High computer literacy and ability to learn new software
• Experience in customer success processes and methodologies
• Experience in document creation
• Passion for service and customer centricity
• Proficient in MS Office applications: Word, Excel, PowerPoint and Outlook
• Familiar with using the Windows Operating System
• Knowledge of SaleseForce CSM or similar tools

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

Why apply?

• Empowerment: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-

We make it easier for people to get where they want to go

On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you'll also be part of the ASSA ABLOY Group, the global leader in access solutions. You'll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.