Customer Success Manager

Apliqo specializes in developing Unified Performance Management (UPM) solutions that streamline planning, reporting, and business analysis processes across diverse industries. Our innovative solutions integrate the entire value chain into a unified system, setting new standards for next-generation business planning and analytics. Leveraging advanced in-memory OLAP technologies, we offer flexible deployment options, including both on-premises and cloud-based (SaaS) solutions. Aimed at medium and large companies, we are committed to innovation that transforms the way organizations approach performance management.

The Customer Success Manager (CSM) is responsible for ensuring customers successfully adopt, use, and derive value from Apliqo's products. This role sits between the Go-To-Market organisation and Product Management and acts as a key bridge between customers, sales, and product teams.

The CSM owns the post-sale customer lifecycle, including onboarding, enablement, adoption, and release migration support. The role requires strong product expertise, structured customer engagement, and the ability to translate customer needs into actionable feedback for internal teams.

• Own and manage the end-to-end onboarding experience for new customers
• Conduct structured onboarding sessions, including regular check-ins and progress reviews
• Establish success plans and ensure alignment on customer goals and expected outcomes
• Drive adoption through proactive engagement and follow-ups

• Develop, maintain, and continuously improve customer training materials
• Own the product certification program, including content creation and updates
• Deliver live and recorded training sessions tailored to different customer audiences
• Ensure customers have access to clear, structured learning paths

• Create and maintain a library of how-to guides and step-by-step feature demonstrations
• Produce high-quality recorded demos to support self-service learning
• Ensure all enablement content reflects the latest product capabilities and best practices
• Collaborate with internal stakeholders to keep materials accurate and relevant

• Coordinate with key customers to plan and execute migrations to new product releases
• Act as the primary point of contact for release-related communication and readiness
• Track and drive completion of migration milestones
• Partner with internal teams to ensure smooth transitions and minimise customer disruption

• Gather, synthesise, and communicate customer feedback on product features and roadmap items
• Identify migration roadblocks and act as VoC to prioritise features for key accounts
• Represent customer needs and pain points to Product Management
• Provide structured insights based on customer interactions, usage patterns, and adoption challenges
• Contribute to prioritisation discussions by bringing a customer-centric perspective

• Work closely with Product and local implementation teams to ensure a cohesive customer experience
• Support go-to-market initiatives with customer insights and enablement assets
• Align with the Product Team on upcoming features, changes, and release messaging, and training requirements
  

• Strong customer-facing experience in Consulting, Customer Success, Support, or a related role
• Ability to build trusted relationships with both technical and business stakeholders
• Solid understanding of Apliqo products and customer lifecycle management
• Relevant experience in B2C enterprise software / SaaS in product management, customer success, support or othe relevant area
• Specific experience in Enterprise Performance Management software a strong advantage (e.g. Anaplan, Planning Analytics, Planful, Adaptive Planning, Pigment, Vena)
• Excellent communication and presentation skills
• Experience creating training content, documentation, or demo materials
• Strong project management skills
• Ability to translate technical concepts into clear, end-user friendly communication
  

• Customer onboarding completion and time-to-value
• Product adoption and usage metrics
• Customer satisfaction and feedback quality. NPR score
• Training program engagement and certification completion rates
• Successful and timely migration of identified key customers to new product releases
• Quality and impact of customer feedback on product improvements
  

This role reports into the Product Management team and works cross-functionally with GTM, Engineering, Consulting, Pre-Sales and Sales.