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