Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Collaborate with Account Executives, Value Realization team members, and Solutions Consultants to comprehend customer objectives, baseline metrics, and operational challenges.

• Lead or assist in value discovery workshops and the creation of business cases for key sales opportunities.

• Perform ROI, total cost of ownership, and cost-benefit analyses to illustrate the financial implications of Accruent solutions.

• Provide value-oriented presentations to customer stakeholders and executive decision-makers.

• Develop frameworks to assess pre- and post-implementation success metrics.

• Monitor and report the realized value through customer adoption, process enhancements, cost savings, and other performance indicators.

• Assist in Executive Business Reviews with data-driven insights regarding the value achieved by accounts.

• Identify whitespace and growth opportunities based on unmet needs or unexploited value.

• Work in conjunction with Sales, Value Realization, Services, and Product teams to align value narratives with customer use cases and industry standards.

• Support the sales process, including responding to RFPs, justifying procurement, and negotiating contracts.

• Equip sellers and account teams with resources, templates, and content aimed at value-based selling.

• Enhance Accruent’s value realization methodology, templates, and messaging.

• Document and disseminate best practices, reusable business cases, and outcome-focused reference materials.

• Aid in the creation of success stories and value narratives for marketing and customer advocacy initiatives.

⛳️ Requirements

• 3–6 years of experience in customer value, sales engineering, customer success, management consulting, or financial analysis within a B2B SaaS or technology firm.

• Proven capability to conduct ROI modeling, develop business cases, or execute data-driven customer impact analyses.

• Excellent communication and presentation skills with the ability to transform complex data into engaging customer narratives.

• Experience collaborating directly with customers and internal cross-functional teams in a dynamic environment.

• Proficiency in Excel, PowerPoint, and CRM software such as Salesforce.

• Familiarity with enterprise customers, especially in asset-heavy or heavily regulated sectors.

• Understanding of value-based selling, customer lifecycle management, or SaaS financial metrics like ARR, CAC, and LTV.

• A bachelor's degree in Business, Finance, Economics, or a related discipline is preferred.

• An advanced degree or certifications in business analysis or consulting is a plus.

🏝️ Benefits

• Access to personal development resources, coaching, and support through Accruent’s “Grow Without Limits” program.

• Commitment to being an equal opportunity employer.

• Reasonable accommodations available for applicants with disabilities.