Customer Success Manager (English & Spanish)

Chicago, Illinois, United States

The future of work is flexible and so is OneSpan. Our teams have proven that they are able to achieve their goals together while being apart throughout the global pandemic and we are embracing work flexibility. Whenever possible, you can choose when you wish to come into the office and when you wish to work from home and get to enjoy the benefits of both worlds. 

OneSpan is looking for a Customer Success Manager (CSM).
As a OneSpan  Customer Success Manager (CSM), you are responsible for working closely with Sales Managers on the retention, adoption and growth of your portfolio of customers. You will do this by providing technical leadership coupled with a deep understanding of each customer’s implementation, thus ensuring overall adoption and driving greater business value and satisfaction. 

As a CSM, you will develop relationships with your portfolio of customers, connecting with key business executives and IT stakeholders, developing an understanding of their business requirements and goals. Leveraging this customer knowledge, you will provide best practices on adoption, industry and implementation , recommendations, to ensure your customers maximize value from their investment in OneSpan.

You will also serve as an escalation point when needed to facilitate the resolution of unexpected issues, connecting customers with the right resources for assistance and working with our technical support team to provide the appropriate business and technical context to ensure resolution.

Key Responsibilities:

  • Develop a trusted advisor relationship with customer key stakeholders and executives to ensure full potential of their OneSpan solution to be realized.
  • Proactively present advice, assistance and resources to help customers generate value from the products and services they have purchased.
  • Develop recommendations using tools, best practices, and pre-defined solutions provided to you and based on your OneSpan functional expertise.
  • Leverage comprehensive understanding of OneSpan products and platform to provide relevant adoption and technical recommendations on solutions and enhancements customized to customers’ business needs.
  • Work hand in hand with your Sales team customers to ensure they are leveraging the solution and achieving success and engaging Professional Services resources as necessary.
  • Onboard customers and ensure adoption for new use cases.
  • Track, monitor and identify success metrics on adoption and utilization, so as to provide guidance to customers.
  • Develop a consultative relationship with each customer and work across business and functional units to gain customer insight and build effective partnerships.
  • Identify and assess renewal risks for customers’ subscriptions or maintenance and collaborate with internal teams to reduce contraction/churn.
  • Build ongoing customer relationships to ensure satisfaction and product loyalty.
  • Develop a deep understanding of your customers’ business processes, goals, and strategies in relation to their use of our OneSpan solutions.
  • Assist with high priority requests or issue.
  • Navigate and advise on efforts related to complex customer requests or projects involving multiple parties and enterprise systems, escalating for assistance if needed.
  • Provide industry insights, guidance and recommendations to customer strategic outcomes.
  • Meet assigned targets for expansion, renewals and strategic objectives in assigned accounts.
  • Promote positive working relationships with all internal and external customers.

Minimum Requirements:

  • Strong knowledge of English and Spanish (spoken & written).
  • 3-5 years Customer Success experience preferably within a SaaS high-tech work environment working with enterprise customers.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level.
  • Ability to prioritize, multi-task, and perform effectively under pressure
  • Strong knowledge of business processes (Sales, Marketing, Service, Support) business applications and automation.
  • Strong communication skills over email, phone, and video calls. Presenting and speaking to new people each day excites you. Your style is concise yet empathetic – with a balance of teaching and listening/learning yourself as well as knowing when to pivot in a conversation.
  • Experience with and passion for helping people or businesses use software to be more productive and efficient. You’re passionate about discovering what a team needs in their workplace, and you ask strong open-ended questions that help you learn more about them. You enjoy translating technical terms for customers who find technology confusing or intimidating.
  • Become a technical product expert of our OSS solutions.
  • Can build a growth plan to demonstrate how Growth Offerings will deliver customer outcomes.
  • Understanding of enterprise software implementations, SaaS / IaaS / PaaS and cloud applications.
  • Collaborate with Account Managers to set outcomes and measurable objectives with the customer.

Preferred Requirements:

  • Experience in IT, Information Security, Cyber Security is a plus.
  • Experience with Federal, Healthcare, Financial and Professional Services industries a plus.




About Us:

We offer YOU the opportunity to protect the world from digital fraud. You hold significant responsibility and accountability; your work makes an impact. We move quickly to stay on top of the latest technology and industry trends, which inform and help your work. If you want to join a team that helps organizations secure their digital transformation, we want to “meet” you!

We know it takes people with a diversity of perspectives, ideas and culture to make our company succeed. We are committed to building a community of belonging and meaningful connections. We also believe that hiring the best talent will lead to the creation of better products and services.

OneSpan is an Equal Opportunity employer, for more information please visit our Talent Acquisition Privacy Center

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