Associate Customer Success Manager

Soroco is on a mission to discover how the world works to help teams be their best. To do this we are evangelizing and commercializing a new technology category called Work Graph, which is a structured view of how teams get work done across people, process, technology, and documents.

The ‘work graph’ unifies disjoint categories like Process Mining, Task Mining, user training, BPM and RPA to provide a single source of truth. Teams can use the work graph to identify and resolve sources of friction at work, such as technology impediments, poor process design, opportunities for learning and collaboration, among others. Soroco’s work graph platform, Scout, enables culture of continuous improvement and identifies benefits from applying a portfolio of change levers, delivering targeted change programs at scale.

Soroco has offices in Boston, London, and Bangalore with a roster of Fortune 500 customers across 30 countries. Our team has published 150+ papers and patents. Visit to learn how we help teams discover their work graph.

What we are looking for

The Associate CSM will fuel the growth of the account by working with client teams and Soroco’s team to deliver Scout projects and analysis that have high client impact. An engagement starts with procuring Scout licenses and concludes with the client seeing highly actionable insights from the Scout data. Each engagement can be phased into multiple deployments across the client’s business units

Who We Are Looking For: The typical activities of Associate CSM are-

Pre-planning and defining success metrics:

• Work with the client to understand their expectations for a Scout engagement (e.g., what metrics are they trying to optimize, what parts of their business are relevant)
• Apply various frameworks to help the customer structure a plan for where to place Scout licenses, along with defining what success looks like
• Ensure that the success metrics for the engagement are constantly tracked and are central to all discussions and updates

Product implementation and customer success:

• Drive the kickoff meeting for the implementation of Scout, including stakeholder alignment, timeline review, and doing requisite trainings on the Scout portal
• Visit/interact with the client’s business team (onsite)periodically and handhold them through the initial few weeks of the implementation, if applicable
• Share status reports with the client and ensure on-timedelivery of milestones, highlighting and resolving blockers along the way
• Continue to drive adoption of the Scout product / licenses to ensure all licenses are being used and the client is deriving maximum value
• Overall, be the single point of contact for the client to drive the realization of the promised outcomes

Account expansion and planning:

• Be mindful of other areas of the client’s business that would be relevant for Scout, and share these insights with the appropriate Enterprise Account Executive
• Present plan for account expansion to Soroco’s team, and finalize an account plan for expanding Scout within your accounts

Optimizing the process:

• Identify opportunities, internally and externally, to reduce time to deliver successful outcomes to engagement the client
• Collaborate with the client’s relevant stakeholders and Soroco’s team for success of the project
• Contribute to the case study library by working closely with the Soroco team

Must-Have Qualifications

• Approximately 2+ years in client-facing functional consultant role
• Proven success managingcomplex projects on-time and on- or below-budget
• MBA from a Top Business School strongly preferred. Exceptional candidates from MBA colleges with proven track records in consulting or SaaS will also be considered.
• Ability to translate complex SaaS product capabilities into client‑ready solutions, ensuring adoption and measurable ROI.
• Ability to understand the client business and analytical requirements
• Experience with agile project management and enterprise-grade software development
• Ability to manage concurrent implementation projects, including schedules, status, and documentation of each
• Design sense and/or experience creating high-quality, publication-ready collateral Deep curiosity and analytical inclination