Customer Success Manager - Digital

We are currently seeking a Customer Value Engineerto join our team in India. As a Customer Value Engineer powering our new ARIS Success Hub, you will be responsible for guiding customers toward meaningful outcomes, providing solution clarity, and articulating business value in a digital-first environment—supporting a broad base of run-rate customers alongside our Renewal Sales Executives.

Essential Functions 

• Guiding customers through digital-first Success Plans, including action plans and measurable outcomes.
• Providing expert input when Renewal Sales Executives request support for customer conversations.
• Delivering scalable programs such as webinars, digital workshops, and guided learning paths.
• Building and maintaining a library of Success Hub assets to support customer self-sufficiency.
• Identifying opportunities for customers to progress toward their strategic goals using ARIS capabilities.
• Providing advisory, high-level guidance to help customers understand which ARIS Success Package best aligns with their goals, maturity, and challenges.
• Supporting Renewal Managers with generic best-practice recommendations, without entering presales-level technical scoping.
• Helping customers interpret their needs and translate them into appropriate Success Package pathways (e.g., onboarding, enablement, optimisation).
• Offering conceptual explanations of ARIS capabilities to support customer understanding.
• Identifying when customer needs exceed advisory guidance and routing them to the appropriate Success Package or Professional Services (inc. partner ecosystem).
• Ensuring customers have clarity on what each Success Package includes, how it supports their goals, and what outcomes they can expect.
• Building value narratives and outcome-focused use cases that support customer decision-making.
• Supporting Renewal Managers with value justification materials for renewals and expansions.
• Providing one-to-one expert support when customers encounter roadblocks, as requested by the renewals team.
• Contributing to the evolution of our digital-first engagement model.

Minimum Requirements

• Experience in a customer-facing role such as Customer Success, Consulting, Solutions, or Value-focused roles.
• Ability to translate business goals into solution recommendations and measurable outcomes.
• Strong communication skills, especially in explaining complex concepts simply.
• Data-driven mindset with experience using metrics to demonstrate value.
• Highly organized with the ability to manage multiple requests in a structured way.
• Ability to partner effectively with internal teams including Renewal Managers, Presales, and Professional Services.
• Fluency in English.

Nice to Haves

• Experience in process improvement, operational excellence, or digital transformation.
• Familiarity with Process Intelligence, BPM, or Process Mining.
• Experience creating digital content, enablement materials, or customer-facing assets.
• Hands-on experience with Customer Success platforms (e.g., Gainsight), CRM tools, or digital engagement tools.
• Exposure to AI, automation, or enterprise transformation programs.

What's in it for you?

• Earn competitive total compensation and receive comprehensive country-specific medical and other benefits.
• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
• Lean on the Employee Assistance Program for support during some of life's most common but difficult challenges.