Customer Success Manager - Digital

ARIS, the Process Intelligence leader, provides the essential foundation for organizations to achieve operational excellence today and unlock the power of the autonomous enterprise tomorrow. By creating a digital twin of an organization's processes, ARIS delivers the clarity and control needed to optimize operations and govern the next wave of innovation: Agentic AI.

Our integrated suite empowers companies to define, analyse, simulate, and continuously improve, turning process insights into tangible business impact. Consistently recognized by Gartner and Forrester as a leader in Process Intelligence and Process Mining, ARIS is the trusted choice for thousands of global businesses ready to transform their operations for the future.

We are seeking a Customer Value Engineer to power our new ARIS Success Hub — a role designed for someone who can guide customers toward meaningful outcomes, provide solution clarity, and articulate business value in a digital‑first environment.

This role is central to ensuring every ARIS customer receives the right level of support at the right time. You will be the expert behind our scaled engagement model, supporting a broad base of run‑rate customers managed by Renewal Sales Executive (RSE). Rather than owning a dedicated portfolio, you will leverage technology (inc AI), data, and one‑to‑many programs to help customers progress, overcome challenges, and understand how ARIS can support their goals.

Reporting to the CVE Team Leader, you will act as a key internal partner to RSE, responding to customer‑initiated needs and serving as the critical human touchpoint that connects customers to the right solutions, resources, and value insights. This is a unique opportunity to shape the customer experience at scale while also providing high‑impact support when needed.

Core Responsibilities

Customer Value & Success

• Guide customers through digital‑first Success Plans, including action plans and measurable outcomes.
• Provide expert input when Renewal Sales Executive request support for customer conversations
• Deliver scalable programs such as webinars, digital workshops, and guided learning paths.
• Build and maintain a library of Success Hub asset to support customer self‑sufficiency.
• Identify opportunities for customers to progress toward their strategic goals using ARIS capabilities.

Solutions Guidance

• Provide advisory, high‑level guidance to help customers understand which ARIS Success Package best aligns with their goals, maturity, and challenges.
• Support Renewal Managers with generic best‑practice recommendations, without entering presales‑level technical scoping.
• Help customers interpret their needs and translate them into appropriate Success Package pathways (e.g., onboarding, enablement, optimisation).
• Offer conceptual explanations of ARIS capabilities to support customer understanding.
• Identify when customer needs exceed advisory guidance and route them to the appropriate Success Package or Professional Services (inc partner ecosystem)
• Ensure customers have clarity on what each Success Package includes, how it supports their goals, and what outcomes they can expect.

Value Realisation

• Build value narratives and outcome‑focused use cases that support customer decision‑making.
• Support Renewal Managers with value justification materials for renewals and expansions.

Cross‑Functional Collaboration

• Provide one‑to‑one expert support when customers encounter roadblocks, requested by the renewals team.
• Contribute to the evolution of our digital‑first engagement model.

Minimum Requirements

• Experience in a customer‑facing role such as Customer Success, Consulting, Solutions, or Value‑focused roles.
• Ability to translate business goals into solution recommendations and measurable outcomes.
• Strong communication skills, especially in explaining complex concepts simply.
• Data‑driven mindset with experience using metrics to demonstrate value.
• Highly organized with the ability to manage multiple requests in a structured way.
• Ability to partner effectively with internal teams including Renewal Managers, Presales, and Professional Services.
• Fluency in English.

Nice to Have

• Experience in process improvement, operational excellence, or digital transformation.
• Familiarity with Process Intelligence, BPM, or Process Mining.
• Experience creating digital content, enablement materials, or customer‑facing assets.
• Hands‑on experience with Customer Success platforms (e.g., Gainsight), CRM tools, or digital engagement tools.
• Exposure to AI, automation, or enterprise transformation programs.