Role Mandate

DATOMS operates in a high-touch, deployment-led environment where customer value is realized only when solutions are adopted, used correctly, and expanded over time. Closing a deal is the starting line, not the finish.

The Customer Success Manager (CSM) exists to own post-onboarding customer outcomes. This role ensures customers derive sustained value from DATOMS’ solutions, adoption is deep and measurable, renewals are predictable, and expansion opportunities are surfaced early.

This is not a support or account management role. It is a value realization, retention, and growth role with direct impact on revenue quality and customer lifetime value.

Scope of Responsibility1. Post-Onboarding Ownership & Customer Outcomes

• Take structured handoff from Sales and Operations once customers are onboarded and live.
• Develop a clear understanding of customer objectives, success me...