Account Success Manager

Role The Account Success Manager (ASM) plays a pivotal role in transforming customers from sales into long-term customer success. The mantra for the role is ‘users and usage’ and at its core that is about optimizing the number and proficiency of happy users and maximizing value creation from their usage of our solutions. For new customers, they provide an avenue into the managed account space and access to proactive support, ensuring that new users transition smoothly into active, engaged users. For existing customers, this role is the primary advocate of Seequent inside the account working in partnership with the Bentley Account Manager and wider account team, maximizing relations, understanding the accounts needs from our solutions, and driving users and usage. As the primary Seequent point of contact for assigned accounts, the ASM acts as a strategic liaison between Seequent, the Bentley Account Manager, the account team and the customer. They coordinate customer interactions to ensure alignment across departments, including technical support team, to drive positive outcomes. ASMs develop a deep understanding of the customer, their business, their workflows, and how our solutions underpin and unlock more value for the customer. Among other things, this allows the ASM to help the customer better identify and communicate project value and know when to engage specialized technical expertise. The skills to articulate complex solutions, build relationships, navigate complexity with dexterity, and collaborate across functions and bring roles together, are vital to success and ensuring that client challenges are addressed efficiently and successfully. Happy users, advocates of our solutions, optimizing the usage of our products, well supported. Duties and responsibilities An Account Success Manager (ASM) is a strategic role focused on a dedicated portfolio of our major clients. This role is crucial for ensuring customers achieve their desired outcomes and maximum value from their investment in Seequent products or solutions. The ASM will work alongside Bentley Account Managers in support of the overall account strategy, account plan and customer objectives as an active participant of the account team. Primary duties and responsibilities for the position: Drive Value and Growth: Identify opportunities to increase adoption, usage and business value from Seequent solutions, and work with the Bentley Account Manager to develop and execute growth opportunities within the account. Customer Advocacy Influence: Represent the customer at a strategic level within Seequent, and bring Seequent priorities, opportunities and insights into the joint Bentley account planning process, ensuring their needs shape product usage, onboarding approaches and broader customer experience improvements. Building Relationships: Build and sustain strong relationships with customers and support the Bentley Account Team in developing executive and operational stakeholder engagement across the account to drive satisfaction, foster loyalty and support long-term retention and growth. Coordination of Onboarding and Training. The ASM will develop a clear understanding of what client onboarding and training requirements are. They will organize the appropriate technical expert to deliver the training or onboarding activity. They will also follow up to understand the value that the training has delivered to the client. Customer Health Monitoring: Develop and monitor customer health scores and key performance indicators to proactively identify risks and opportunities, ensuring a path to success. Technical Support Coordination: Oversee and monitor customer engagement with technical support, addressing any issues before they become problems. Where a customer has a deep technical question, the ESM will liaise with the appropriate domain specialist within our organization to provide a solution to our customer in a timely manner. Insights, Analytics and Reporting: Analyse key customer metrics - data related to NPS outcomes to identify trends and areas for improvement. Product usage patterns, access trends, support volumes, engagement indicators engagement with marketing campaigns – and deliver meaningful insights and executive level reporting to customers. Cadence: Building a cadence of interaction with the key stakeholders in the account aligned with the Bentley account governance model and account plan, ensuring ‘no surprises’, timely and proactive support and services, sharing of information, reviews and overall, a highly engaged and collaborative working model and operating rhythm. Qualifications and Essential skills 5+ years of experience in industry (SAAS, highly pref Civil and Environmental) Ability to build a strong, strategic understanding of Seequent’s solution portfolio set. Customer-Centric Mindset - with proven experience driving customer outcomes. Highly developed communication with influencing skills, capable of engaging at all organizational levels and customers. Strong problem-solving capability with the ability to anticipate issues and provide solutions effectively. Wide product knowledge (Wide vs. Deep) across the solution set, enabling connected, multi product value conversations. Relevant industry experience with the ability to engage credibly with technical non-technical stakeholders. Technical proficiency is sufficient to guide customers and frame solution pathways confidently. High Emotional Intelligence with the ability to build trust, navigate ambiguity, and strengthen complex relationships. Strong action-orientation with the ability to drive momentum Empathetic, customer focused approach grounded in understanding customer challenges and goals. Excellent organizational capability with the ability to manage complex portfolios of accounts and competing priorities. Working conditions Office based role with some travel and visits to client sites as required. #LI-DM1