Customer Success / Account Manager

We are seeking a strategic, relationship-focused Customer Success / Account Manager to serve as a trusted advisor for our clients throughout their customer lifecycle. This role is responsible for driving customer satisfaction, adoption, retention, and growth by ensuring clients achieve measurable business outcomes from their investment in our solutions and services.

The ideal candidate combines strong relationship management skills with operational discipline, executive communication, and the ability to proactively identify risks, opportunities, and expansion potential within assigned accounts.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned customer accounts

• Build and maintain strong relationships with executive sponsors, business stakeholders, and end users

• Develop a deep understanding of client business goals, operational challenges, and success metrics

• Conduct regular customer touchpoints, strategic reviews, and account health assessments

• Act as a customer advocate internally to ensure alignment across delivery, support, sales, and leadership teams

Customer Success & Retention

• Drive customer adoption, engagement, and long-term value realization

• Monitor account health indicators including utilization, adoption, satisfaction, and risk signals

• Develop success plans and remediation strategies for at-risk accounts

• Coordinate onboarding, training, and customer enablement activities

• Ensure timely resolution and escalation of customer concerns when necessary

Account Growth & Revenue Management

• Identify opportunities for upsell, cross-sell, renewals, and expanded services

• Partner with sales and professional services teams to position additional solutions aligned to customer needs

• Support contract renewals and commercial discussions

• Maintain accurate account forecasts, pipeline visibility, and customer engagement documentation

Operational Excellence

• Maintain CRM and customer success platform data accuracy

• Track and report on customer KPIs, project status, and satisfaction metrics

• Prepare executive-ready presentations, QBRs, and account summaries

• Collaborate cross-functionally to improve customer experience and delivery consistency

Qualifications

• 8+ years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles

• Experience managing enterprise or mid-market customer relationships

• Strong executive communication and presentation skills

• Proven ability to manage multiple accounts and priorities simultaneously

• Experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms

• Strong problem-solving, organizational, and relationship-building skills

• Bachelor’s degree required

• SAP Business One Certification – Sales

• Travel up to 15%

Preferred Experience

• SaaS, ERP, technology, or professional services industry experience

• Experience conducting Executive Business Reviews (QBRs)

• Knowledge of customer adoption, retention, and renewal strategies

• Familiarity with project management methodologies and customer lifecycle processes

Success Metrics

• Customer retention and renewal rates

• Net Revenue Retention (NRR)

• Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS)

• Product adoption and utilization metrics

• Expansion revenue and account growth

• Time-to-value and onboarding success rates

What Success Looks Like

• Customers view you as a trusted strategic advisor

• Risks and potential escalations are identified early and proactively managed

• Clients achieve measurable business outcomes and remain engaged long-term

• Internal teams are aligned around customer priorities and success plans

• Account portfolios demonstrate strong retention, growth, and customer satisfaction results