{"id":1878941,"url":"https://alion.io/job/malbek-customer-success-manager","title":"Customer Success Manager","company":{"id":1875277,"name":"Malbek","domain":"malbek.io","url":"https://alion.io/company/malbek","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":true},{"name":"Azure DevOps","optional":true},{"name":"Jira","optional":true},{"name":"Microsoft Office","optional":true},{"name":"Zendesk","optional":true}],"status":"live","first_seen_at":"2026-09-23T00:00:00Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-10-25T13:56:42Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"Malbek is seeking an experienced Customer Success Manager to guide enterprise customers through onboarding, adoption, optimization, and long-term value realization. The CSM serves as a trusted advisor, translating business goals into success plans while helping customers manage CLM processes, organizational change, integrations, and AI-enabled capabilities.\nKey Responsibilities\nOwn the post-implementation customer journey, including onboarding readiness, adoption, health, retention, renewal, and value realization. \nLead onboarding and post-go-live programs covering stakeholder alignment, success planning, enablement, adoption milestones, and steady-state transition. \nBuild success plans that connect business objectives, measurable outcomes, milestones, risks, dependencies, and product capabilities. \nAdvise customers on CLM best practices across intake, authoring, review, approvals, execution, repository management, obligations, reporting, and governance. \nDrive adoption, monitor health and engagement indicators, and coordinate recovery plans when risks arise. \nLead customer health reviews, executive business reviews, and strategic sessions that communicate progress, value, risks, recommendations, and next steps. \nSupport change management, governance, stakeholder readiness, and sustained adoption. \nPartner with Account Management on renewal and expansion by documenting outcomes and maintaining relationships with decision-makers. \nCollaborate with Professional Services, Technical Account Management, Support, Product, Sales, and Marketing to coordinate customer outcomes. \nRepresent the voice of the customer and improve Malbek’s success playbooks, templates, health models, and scalable programs. \nRequired Qualifications\n5+ years in Customer Success, Professional Services, SaaS Implementation, Strategic Account Management, or a similar B2B SaaS customer-facing role. \nExperience leading enterprise onboarding, implementation transitions, post-go-live adoption, and value realization for complex SaaS solutions. \nPractical CLM experience or substantial experience with legal, procurement, sourcing, commercial operations, or contract-driven processes. \nStrong knowledge of the SaaS customer lifecycle, including adoption, optimization, risk management, retention, renewal, and expansion. \nAbility to lead strategic conversations with executive, business, administrative, and technical stakeholders. \nExperience developing success plans, adoption strategies, governance models, executive reviews, and risk mitigation plans. \nHigh-level understanding of APIs and enterprise integrations, including data flows, authentication, webhooks, dependencies, and common SaaS integration patterns. \nExperience supporting adoption, use-case identification, responsible enablement, governance, or value realization for AI-enabled software. \nExcellent communication, presentation, facilitation, analytical, and executive stakeholder-management skills. \nAbility to manage multiple enterprise engagements and cross-functional dependencies in a fast-paced environment. \nPreferred Qualifications\nExperience with CLM or adjacent legal, procurement, CRM, ERP, document, identity, or workflow technology. \nKnowledge of contract management, legal operations, procurement, sourcing, compliance, or commercial operations. \nExperience partnering with implementation, architecture, technical account, integration, or product teams. \nFamiliarity with customer success platforms and support or work-management tools such as Planhat, Gainsight, Zendesk, Jira, or Azure DevOps. \nStrong Microsoft Office skills and experience creating executive-ready customer materials. \nExperience supporting Life Sciences or other highly regulated organizations is a plus. \nWhat Success Looks Like\nCustomers move into steady-state adoption with clear ownership, governance, and success measures. \nStakeholders can connect Malbek to business objectives and demonstrate measurable progress and value. \nAdoption risks, technical dependencies, and organizational barriers are identified early and addressed through coordinated plans. \nExecutive sponsors receive clear, outcome-focused communication and view the CSM as a trusted advisor. \nCustomer insights drive improvements across Malbek’s product, services, support, and Customer Success programs. \nIdeal Candidate Profile\nThe strongest candidate combines a consultative mindset and strong ownership with the ability to discuss business outcomes, CLM workflows, adoption, change management, integrations, and AI-enabled capabilities. They turn complex customer needs into clear plans that support successful SaaS adoption and long-term partnershi","description_format":"text","description_chars":4676,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Legal Software"],"lifecycle":[{"event":"open","at":"2026-10-04T23:21:12Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely open","p_open":1,"p_active":0.71,"p_room":0.75,"age_days":32,"expected_fill_days":36,"reasons":["conf:0","win:late"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/malbek-customer-success-manager","json_url":"https://alion.io/job/malbek-customer-success-manager.json","meta":{"generated_at":"2026-10-25T16:26:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23625,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1875277},"rest":"https://alion.io/mcp/rest/get_company?id=1875277"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmalbek-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmalbek-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmalbek-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/malbek-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmalbek-customer-success-manager"}]}