Customer Success Manager – SMB

🕒 May 7

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Centric Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

🛒 Retail

👗 Fashion

💰 $24M Series D - Centric Software on 2014-07

SaaS • Retail • Fashion

Centric Software is an enterprise SaaS company that provides product lifecycle management (PLM) and retail planning solutions for brands, retailers and manufacturers. Its modular offerings — including Centric PLM, Centric Planning, Centric Pricing & Inventory, Centric Market Intelligence, Centric Visual Boards and Centric PXM — help organizations accelerate time-to-market, optimize assortments, pricing and inventory, and deliver AI-driven product content and market insights. Centric’s platform is used by fashion, retail and consumer goods companies to improve collaboration, increase margins, reduce inventory and support sustainability and compliance goals.

📋 Description

• Build and maintain strong relationships with SMB customers across a designated set of North American accounts. • Act as the primary post-sale point of contact for assigned accounts. • Understand each customer’s business goals, operating model, and adoption maturity. • Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes. • Develop relationships with day-to-day users, project sponsors, and operational stakeholders. • Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience. • Monitor upcoming renewal timelines and engage customers early to reinforce value. • Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them. • Maintain accurate renewal forecasts and account notes in CRM systems. • Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews. • Guide customers toward best practices that support faster time-to-value. • Identify underused functionality and recommend practical ways customers can gain more value. • Track customer engagement, usage, support trends, satisfaction, and renewal indicators. • Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales.

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role. • Experience managing SaaS or enterprise software customers, preferably within SMB or mid-market segments. • Proven ability to manage renewals, reduce churn risk, and identify expansion opportunities. • Strong relationship-building skills with users, managers, and business stakeholders. • Ability to manage a high-volume portfolio while maintaining a proactive customer experience. • Comfortable discussing business value, adoption metrics, and ROI. • Strong presentation, communication, and problem-solving skills. • Experience with PLM, retail technology, ERP, supply chain, merchandising, or product development software is preferred. • Fashion, apparel, footwear, consumer goods, merchandising, buying, planning, or product development experience is a strong plus. • Ability to work effectively across Pacific and Mountain time zones, with flexibility for broader North American coverage. • Ability to travel occasionally for customer meetings, regional events, or internal meetings.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities