Customer Success Manager

We are seeking a proactive, polished, and relationship-driven Customer Success Manager to join our growing Customer Success team. In this role, you will manage a portfolio of strategic, mid-to-large-sized clients and serve as a trusted advisor after implementation and go-live.

The Customer Success Manager will be responsible for helping clients achieve measurable business value through our software solutions. This includes driving adoption, strengthening executive relationships, monitoring customer health, supporting renewal readiness, identifying churn risk, and partnering internally to deliver strong client outcomes.

This is an individual contributor role ideal for someone who is structured, commercially aware, technically curious, and comfortable operating across relationship management, account strategy, customer success operations, and cross-functional problem solving.

Why Join Us

This is an opportunity to join a growing Customer Success function within a software company serving complex, global clients. You will play a meaningful role in strengthening customer relationships, improving retention, increasing client value, and helping shape the next stage of our post-sale customer experience.

You will work directly with leadership, partner closely with cross-functional teams, and manage strategic accounts where strong Customer Success execution directly impacts client satisfaction, renewal outcomes, and long-term business growth.

Strategic Account Ownership

• Own and manage a portfolio of strategic customer accounts after go-live.
• Serve as the primary post-sale relationship owner and trusted advisor for assigned clients.
• Build strong relationships with executive sponsors, operational stakeholders, and day-to-day users.
• Develop a deep understanding of each client’s business goals, operating model, success criteria, and long-term growth opportunities.
• Create and maintain account plans that support adoption, retention, renewal readiness, and expansion.

Customer Success Execution

• Execute a structured Customer Success playbook, including regular client check-ins, business reviews, success planning, and proactive account management.
• Lead Quarterly Business Reviews and Executive Business Reviews that communicate performance, adoption, value realization, risks, and next steps.
• Monitor customer health using available data such as usage trends, order volume, support activity, renewal timing, stakeholder engagement, and client feedback.
• Identify churn risk early and develop action plans to improve account health and retention.
• Track client goals and outcomes to ensure customers receive measurable value from the platform.

Renewal, Retention, and Growth

• Support renewal strategy and renewal readiness for assigned accounts.
• Partner with Sales and Account Management to identify expansion, upsell, and cross-sell opportunities.
• Help improve retention, customer satisfaction, gross revenue retention, and net revenue retention outcomes.
• Proactively identify opportunities to increase client engagement, platform utilization, and long-term account value.
• Balance customer advocacy with business priorities and commercial discipline.

Cross-Functional Collaboration

• Work closely with Sales, Product, Support, Implementation, Engineering, and other internal teams to resolve client needs and improve the customer experience.
• Coordinate internal resources to address escalations, technical questions, service issues, enhancement requests, and adoption barriers.
• Translate customer feedback into clear, actionable insights for internal teams.
• Help ensure a seamless transition from implementation to long-term customer success ownership.
• Contribute to process improvement as the Customer Success function continues to mature.

Platform, Data, and Process Management

• Use Salesforce, Jira, Confluence, Google Workspace, Gemini, Copilot, and other business tools to manage account activity, document client needs, track issues, and support internal collaboration.
• Maintain accurate account records, meeting notes, success plans, renewal information, and action items.
• Analyze customer data to a practical degree, including adoption trends, usage activity, order volume, support tickets, customer health, and renewal risk.
• Use data and client insights to guide conversations, prioritize action, and support account strategy.

Ideal Candidate Profile

The ideal candidate is a strategic relationship builder who can operate comfortably between customer advocacy, account growth, issue resolution, and business outcome management. They are proactive, structured, polished, analytical, technically curious, and commercially minded.

They should be comfortable managing complex client relationships, working across internal teams, presenting to senior stakeholders, and using both data and relationship insight to drive better customer outcomes.

Qualifications

• 5+ years of experience in Customer Success, Account Management, Client Success, Strategic Account Management, or a related client-facing role.
• Experience managing enterprise, strategic, global, multi-location, or complex B2B accounts.
• Prior experience in SaaS, enterprise software, procurement technology, equipment rental, contractor services, fleet services, or related industries strongly preferred.
• Proven ability to build trusted relationships with stakeholders at multiple levels, including executives.
• Strong communication and presentation skills, with the ability to lead strategic client conversations and business reviews.
• Commercially aware, with experience supporting renewals, retention, account growth, upsell, cross-sell, or expansion opportunities.
• Ability to identify customer risk, develop mitigation plans, and drive cross-functional action.
• Strong enough technical acumen to understand platform functionality, integrations, customer workflows, and technical escalations, and to communicate those concepts clearly to clients.
• Working knowledge of procurement workflows, supplier onboarding, punchout, cXML, EDI, integrations, or platform-based transaction models is a strong plus.
• Experience using tools such as Salesforce, Jira, Confluence, Google Sheets, Google Docs, Gemini, Copilot, or similar systems.
• Strong organizational skills with the ability to manage multiple accounts, priorities, meetings, and follow-up actions.
• Comfortable working in a hybrid office environment, with required in-office presence Tuesday through Thursday.
• Willingness to travel occasionally for client meetings, executive reviews, trade shows, or industry events.