Customer Success Manager

Role overview Own success planning and product adoption for a portfolio of strategic customer accounts using complex business software. You will work with executive stakeholders to connect customer goals to measurable outcomes, protect renewals through proactive account-health management, and identify opportunities for customers to expand their use of the solution.

Responsibilities - Lead planning sessions with customers to build tailored success roadmaps and agree on shared performance measures. - Review business results and return on investment with customers on a quarterly basis. - Monitor account health, identify renewal risks, and coordinate mitigation plans. - Lead executive and business-outcome reviews to align priorities, results, and product roadmaps. - Identify expansion opportunities and refer qualified leads to the sales team. - Coordinate strategic account plans, commercial discussions, and renewals with account and renewal managers; use customer success platforms and risk workflows to manage the portfolio.

Requirements - Two to three years of experience with ERP software or a comparable complex enterprise software ecosystem; examples in the source include SAP, NetSuite, and Salesforce. - Experience managing strategic customer accounts and driving product adoption, retention, or measurable business outcomes. - Ability to build account plans and communicate effectively with executive decision makers. - Skill in monitoring account health and coordinating renewal-risk responses. - Comfort partnering with sales and renewal colleagues on account strategy and growth opportunities.

Benefits and work setup - Remote-first work, with access to regional offices and a central collaboration hub. - Medical and dental coverage, a 401(k) match, virtual care, and employee assistance resources. - Flexible time off or paid leave, holidays, and parental bonding leave; specific time-off arrangements vary by role. - Access to training libraries and internal mobility opportunities.