Assoc Customer Success Mgr
Replicon
Sales & Business Development, Customer Service
Philippines · Delhi, India · Capital Region, Iceland · Valparaiso Region, Chile
Posted on Mar 6, 2026
Company Summary
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. www.deltek.com
Business Summary
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
As an Associate Customer Success Manager at Deltek, you will play a key role in delivering scalable, high-impact customer experiences across a large portfolio of SaaS clients, with a focus on Specpoint. Operating within a pooled, digital-first Customer Success model, you will drive adoption, resolve inbound case requests, and proactively engage customers using automation, data insights, and standardized workflows.
This role is designed for impact at scale. Rather than managing a small set of individually owned accounts, you will contribute to a shared team model that prioritizes experience ownership, operational efficiency, and measurable adoption outcomes. You will collaborate cross-functionally to ensure customers realize value quickly, remain engaged, and expand their use of Deltek solutions.
The ideal candidate combines customer empathy with operational discipline, comfort with technology, and a data-driven mindset to support a modern, digitally enabled Customer Success organization.
Key Responsibilities
Digital Adoption & Onboarding
Required Qualifications
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.
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. www.deltek.com
Business Summary
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
As an Associate Customer Success Manager at Deltek, you will play a key role in delivering scalable, high-impact customer experiences across a large portfolio of SaaS clients, with a focus on Specpoint. Operating within a pooled, digital-first Customer Success model, you will drive adoption, resolve inbound case requests, and proactively engage customers using automation, data insights, and standardized workflows.
This role is designed for impact at scale. Rather than managing a small set of individually owned accounts, you will contribute to a shared team model that prioritizes experience ownership, operational efficiency, and measurable adoption outcomes. You will collaborate cross-functionally to ensure customers realize value quickly, remain engaged, and expand their use of Deltek solutions.
The ideal candidate combines customer empathy with operational discipline, comfort with technology, and a data-driven mindset to support a modern, digitally enabled Customer Success organization.
Key Responsibilities
Digital Adoption & Onboarding
- Guide customers through structured, scalable onboarding programs designed to accelerate adoption and value realization.
- Deliver digital engagement campaigns and targeted outreach based on customer signals, usage trends, and lifecycle milestones.
- Support adoption initiatives that drive product utilization, retention, and long-term success.
- Monitor and manage inbound case queues within Salesforce, following established triage and routing protocols.
- Resolve customer issues efficiently while maintaining clear documentation to ensure seamless collaboration across the pooled team.
- Communicate proactively with customers to set expectations and provide timely updates throughout the case lifecycle.
- Monitor customer health metrics, product usage data, and engagement signals to identify risks and opportunities.
- Take action on churn risk indicators and adoption gaps through structured outreach and digital programs.
- Contribute to retention efforts by ensuring customers receive consistent, high-quality engagement regardless of account ownership.
- Partner with Sales, Renewals & Growth (R&G), Support, Product, and Engineering to ensure a cohesive customer experience.
- Escalate issues appropriately and contribute to continuous feedback loops that improve product and process outcomes.
- Support renewal and expansion motions by providing visibility into customer health and engagement trends.
- Leverage analytics and customer feedback to refine workflows and improve digital engagement strategies.
- Contribute to knowledge sharing and best practice development within the pooled Digital CSM team.
- Support internal adoption of tools such as Gainsight and Salesforce to enhance efficiency and scalability.
Required Qualifications
- 6 months to 2 years of experience in Customer Success, Digital Customer Success, Support, or SaaS onboarding environments.
- Experience working in a structured, process-driven environment with ticketing or case management systems.
- Strong written and verbal communication skills, with the ability to engage customers effectively in a digital-first model.
- Comfort managing high volumes of customer interactions while maintaining quality and consistency.
- Analytical mindset with the ability to interpret usage data and customer health metrics.
- Experience with Salesforce, Gainsight, or similar CRM/Customer Success platforms.
- Familiarity with pooled or shared-ownership Customer Success models.
- Background in SaaS adoption, lifecycle marketing, or digital engagement strategies.
- Experience in customer training, enablement, or webinar delivery.
- Strong organizational and prioritization skills in a fast-paced, high-volume environment.
- Understanding of project-based industries or customers in architecture, engineering, or construction (AEC).
FT
Travel Requirements
No
Applicant Privacy Notice
Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.