Customer Success Manager – SMB

🕒 vor 1 Monat

🏄 California – Remote

🏄 California – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

🏆 Customer Success

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Centric Software

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

☁️ SaaS

🛒 Einzelhandel

👗 Mode

💰 €24.000.000 Series D - Centric Software im 2014-07

SaaS • Retail • Fashion

Centric Software ist ein Unternehmen für Enterprise SaaS, das Lösungen für das Produktlebenszyklusmanagement (PLM) und die Einzelhandelsplanung für Marken, Einzelhändler und Hersteller bietet. Seine modularen Angebote – einschließlich Centric PLM, Centric Planning, Centric Pricing & Inventory, Centric Market Intelligence, Centric Visual Boards und Centric PXM – helfen Organisationen, die Markteinführungszeit zu verkürzen, Sortimente, Preise und Lagerbestände zu optimieren sowie KI-gesteuerte Produktinhalte und Markteinblicke bereitzustellen. Die Plattform von Centric wird von Mode-, Einzelhandels- und Konsumgüterunternehmen genutzt, um die Zusammenarbeit zu verbessern, Margen zu erhöhen, Lagerbestände zu reduzieren und Nachhaltigkeits- und Compliance-Ziele zu unterstützen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

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