DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.
The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS’ solutions, adoption is deep and measurable, renewals are predictable, and expansion prospects are surfaced early.
This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.
Scope of Responsibility1. Post-Onboarding Ownership & Customer Outcomes
Take structured handoff from Sales and Operations once customers are onboarded and live.
Develop a transparent understanding of customer objectives, success metrics, deployment scope, and usage expectations.
Define and track customer success plans aligned to agreed outcomes and commercial commitments.
Ensure customers move from initial go-live to stable, value-generating usage.
Adoption, Usage & Value Realization
Drive product adoption across customer teams and sites.
Monitor usage patterns, performance metrics, and outcome indicators.
Identify gaps between expected and actual value realization and proactively intervene.
Work with internal teams to resolve adoption blockers related to process, product, or operations.
Relationship Management & Executive Engagement
Act as the primary point of contact for customers on value, outcomes, and long-term success.
Build robust relationships with operational and business stakeholders on the customer side.
Conduct regular reviews (QBRs/MBRs) focused on outcomes, ROI, and roadmap alignment.
Maintain executive-level alignment to prevent surprises during renewals or expansions.
Retention, Renewal & Expansion Support
Own customer health and renewal readines