Customer Success Manager – SMB

🕒 il y a 29 jours

🏄 California – Distant

🏄 California – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Centric Software

Site WebLinkedInTous les Emplois

1001 - 5000 employés

☁️ SaaS

🛒 Commerce de détail

👗 Mode

💰 €24 000 000 Series D - Centric Software en 2014-07

SaaS • Retail • Fashion

Centric Software est une entreprise SaaS qui fournit des solutions de gestion du cycle de vie des produits (PLM) et de planification commerciale pour les marques, les détaillants et les fabricants. Ses offres modulaires — incluant Centric PLM, Centric Planning, Centric Pricing & Inventory, Centric Market Intelligence, Centric Visual Boards et Centric PXM — aident les organisations à accélérer le time-to-market, optimiser les assortiments, les prix et les stocks, et offrir un contenu produit et des insights marché pilotés par l'IA. La plateforme de Centric est utilisée par les entreprises de mode, de distribution et de biens de consommation pour améliorer la collaboration, augmenter les marges, réduire les stocks et soutenir les objectifs de durabilité et de conformité.

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.

🎯 Exigences

• 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.

🏖️ Avantages

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