Customer Success Manager - Digital

We are currently seeking a Customer Value Engineer to 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.