Overview

Meet Our Team. At Pega, we’re not just transforming businesses, we’re redefining what’s possible. We empower the world’s most innovative organisations to become more agile, intelligent, and customer obsessed. Our client Success team is at the heart of this transformation, and we’re looking for a dynamic Senior Client Success Manager to help us drive impact across the Banking sector.

This isn’t your typical CSM role. You’ll be at the forefront of our cutting-edge work with Blueprint, our GenAI-powered platform that’s revolutionizing how clients design and deliver customer engagement strategies. Whether it’s helping a global bank visualize a new onboarding journey in minutes or enabling a team to rapidly prototype and deploy intelligent workflows, you’ll be the strategic partner who makes it happen.

Picture Yourself At Pega

This isn’t your typical CSM role. You’ll be at the forefront of our cutting-edge work with Blueprint, our GenAI-powered platform that’s revolutionizing how clients design and deliver customer engagement strategies.

What You'll Do At Pega

• Act as a trusted advisor to senior stakeholders across major banking clients, guiding them through digital transformation journeys powered by Pega and Blueprint.
• Co-create strategic roadmaps that align with client goals, leveraging Blueprint to accelerate ideation, consensus-building, and delivery.
• Champion adoption of Pega’s Customer Decision Hub and Workflow Automation solutions, using Blueprint to bring use cases to life and drive measurable business value.
• Monitor customer health, identify risks and opportunities, and lead proactive interventions to ensure long-term success.
• Collaborate cross-functionally with Sales, Product, and Engineering to advocate for your clients and deliver seamless experiences.

Who You Are

• BA/BS Degree or equivalent business experience
• 10+ years relevant work experience, 5+ years in a Client Success management or consulting role
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog
• Strong consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong knowledge of business processes (Sales, Marketing, Service, Support), business applications and automation

What You've Accomplished

A proven customer satisfaction and revenue driver. The Senior Customer Success Manager leverages data and relationships to help our customers achieve their business objectives after the initial sale and continuing through the customer lifecycle.

• Comfortably engages with front-line teams and C-suite leaders, employing the Challenger model to drive business insights. They understand Pega best practices and how to adapt them within each customer’s environment to achieve faster time to value.
• Has an analytics orientation. Customer Success requires analysis of available data to determine customer health and identification of new data - to drive proactive outreach, which in turn increases customer satisfaction and lowers sales and delivery risks.
• Drives for results. Contribute to account plans, and organize resources required to execute the plans and achieve desired outcomes. They measure progress against KPIs, successfully balancing the customer’s needs and value to Pega.
• Is a thought leader. They leverage their deep domain experience, product knowledge, and industry trends to home in on quantifiable benefits and focus intently on realizing them.
• Is service-oriented. They are the primary post-sale point of contact for the customer. They address root causes of dissatisfaction, and proactively coordinate with specialists in Pega to smooth the customer journey and help ensure that Pega’s applications are best in class.

Pega Offers You

• A rapidly growing yet well-established business
• The world’s most innovative organizations as reference-able clients
• Gartner Analyst acclaimed technology leadership across our categories of products
• Continuous learning and development opportunities
• An innovative, inclusive, agile, flexible, and fun work environment
• Competitive global benefits program inclusive of pay + bonus incentive
• Employee equity in the company

Job ID: 22356

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: Software Development and IT Services and IT Consulting

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