Customer Success Manager

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

📋 Description

• Oversee Gross Revenue Retention (GRR) and ensure renewal readiness for designated accounts.

• Actively assess customer health scores and detect possible risks.

• Facilitate executive alignment and enhance customer engagement prior to renewal periods.

• Recognize and assist in qualifying expansion opportunities, including new locations, capabilities, and services.

• Collaborate closely with Sales on account strategy and expansion efforts.

• Contribute to Net Revenue Retention (NRR) objectives within the designated portfolio.

• Ensure customers achieve specified operational and business outcomes from their TrakSYS investment.

• Monitor adoption, usage, and value realization metrics.

• Support Value Realization Index (VRI) initiatives and related reporting.

• Conduct structured customer business reviews, including Quarterly Business Reviews (QBRs) and executive-level discussions.

• Develop strong multi-tiered relationships within customer organizations.

• Serve as a trusted advisor and strategic partner for assigned accounts.

• Independently manage a portfolio comprising approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts.

• Maintain visibility into account health and coordinate escalation processes.

• Collaborate across functions to support customer initiatives and resolve issues.

• Follow established Customer Success processes while contributing to continuous process enhancements.

⛳️ Requirements

• 5–8 years of experience in Customer Success, Account Management, or similar customer-facing positions within enterprise software.

• Experience managing complex enterprise accounts with an Annual Recurring Revenue (ARR) of €250K or more.

• Proven success in identifying growth opportunities and working collaboratively across departments.

• Strong grasp of recurring revenue models and strategies for customer retention.

• Exceptional communication skills with a strong executive presence.

• Capability to manage multiple intricate customer relationships concurrently.

• Strong analytical and organizational abilities with a data-driven approach.

• Experience utilizing AI tools for research and daily productivity.

• Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams.

🏝️ Benefits

• Competitive base salary along with bonus opportunities.

• Flexible remote or hybrid work environment.

• Generous paid time off and company holidays.

• Chance to work with leading global manufacturers and state-of-the-art manufacturing technology.

• Collaborative and growth-focused company culture supported by a prominent private equity platform.

• Opportunities for career advancement within a rapidly growing global organization.