Customer Success Specialist

🕒 April 17

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Perseus Group, Constellation Software

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

🤝 B2B

☁️ SaaS

B2B • SaaS

Perseus Group is a part of Constellation Software Inc. , focused on investing in and building enduring software businesses. With operations in over 100 vertical markets and a family of more than 800 companies, Perseus Group specializes in acquiring B2B software companies that provide mission-critical solutions for niche markets. Their approach involves offering permanent capital, fostering a culture of excellence, and ensuring recurring revenue through SaaS or maintenance models. The group emphasizes continuous improvement, empowered leadership, and integrity in all operations.

📋 Description

• Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders. • Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities. • Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes. • Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth. • Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals. • Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction. • Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions. • Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets. • Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs. • Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.

🎯 Requirements

• 5+ years managing client relationships • Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing • Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures • Strong interpersonal skills with the ability to build trust and influence without authority. • Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences. • Proven problem-solver with strong organizational and multitasking abilities. • Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards. • Ability to translate customer needs into actionable insights for internal teams. • Customer-centric mindset with a passion for helping organizations succeed. • Bachelor’s degree in business, technology, or related field (or equivalent experience).

🏖️ Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match). • The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year. • This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.