Customer Success Manager
Core
Strategic Customer Success Manager driving long-term customer value, product adoption, portfolio retention, and growth for key enterprise accounts in the field service software domain.
Role type
Senior IC Customer Success Manager (Strategic Account)
Builds
Custom success roadmaps, executive business reviews, and strategic account plans for enterprise clients.
Domain
B2B SaaS / Field Service Management
Required skills
ERP experience, enterprise/mid-market portfolio management, executive relationship management, analytical KPI tracking, CS platform adoption, travel readiness
Preferred skills
SAP/NetSuite/Salesforce/Dynamics experience, AI workflow integration
Technologies
Planhat, Gainsight, SAP, NetSuite, Salesforce, Microsoft Dynamics
Responsibilities
Conduct strategic planning sessions to build personalized success roadmaps and establish KPIs; Monitor account health and implement mitigation strategies for renewal risks; Identify expansion opportunities and pass qualified leads to sales; Lead Executive Business Reviews (EBRs) with C-suite stakeholders; Partner with Account and Renewal Managers on strategic account plans and contract renewals; Incorporate internal CS platforms and AI-driven workflows into daily routines
Seniority
Senior, hands-on IC