Manager, Customer Success

Deltek's award winning Support Services team provides best-in-class assistance to Deltek's customers across the world via phone, chat and email. Our team is comprised of a group of diverse, collaborative and passionate professionals who come from varying industries, backgrounds and professions. Our diversity and passion is our strength, so however you identify and whatever background you bring, we invite you to explore our team as a potential next step in your career! Position Responsibilities: Manager, Customer Success Position Responsibilities: Manager of Customer Success The Customer Success team will oversee relationships within a portfolio of existing digital customers, driving adoption, retention, and expansion in line with customer outcomes. This role involves leading a team of Digital Customer Success Managers (CSMs), identifying business needs, delivering value, and fostering strong executive relationships. A proactive approach is essential for understanding customer health, engaging in value-driven conversations, and pinpointing upsell opportunities. Additionally, this role requires close cross-functional collaboration to ensure CSMs help their customers achieve business goals while contributing to Deltek's growth objectives. Key Responsibilities: Leadership and Strategy: Set the engagement strategy, lead customer escalations, and provide coaching to the team. Ensure continuous development of team skillsets while advancing our culture of enablement, collaboration, accountability, and high performance. Customer Retention: Monitor at-risk customer situations using Gainsight Call to Action (CTA) and develop tailored retention strategies to mitigate churn. Ensure risk CTAs are closed out upon resolution. Collaboration: Work closely with internal teams (Cloud, Product, Support, Growth & Retention) to ensure a seamless customer experience. Data-Driven Insights: Ensure Customer Success Managers leverage data-driven insights to support strategic client conversations. Highlight platform performance, adoption, and ROI to demonstrate ongoing value, driving informed decision-making aligned with customer goals. Continuous Learning: Promote the use of Allego and other learning platforms for continuous learning and personal development. Ensure the team stays current with product content, industry trends, and Customer Success best practices. System Updates: Ensure primary systems (e.g., Salesforce, Gainsight) are updated daily to enable proper planning and seamless collaboration across the business. Customer Data Analysis: Analyze customer data such as satisfaction, usage, and feedback to identify trends. Provide recommendations to Customer Success Managers to improve the overall customer experience.

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress.