Customer Success Manager – SMB

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

📋 Description

• Establish and nurture strong connections with SMB customers across a specific group of North American accounts.

• Serve as the primary post-sale liaison for the assigned accounts.

• Gain a deep understanding of each customer's business objectives, operational framework, and adoption maturity.

• Ensure that Centric PLM solutions remain aligned with customer priorities and business results.

• Cultivate relationships with daily users, project sponsors, and operational stakeholders.

• Manage the renewal process for the designated SMB accounts, ensuring a proactive and well-coordinated customer experience.

• Monitor impending renewal timelines and engage customers early to emphasize value.

• Identify risks of churn, adoption gaps, or satisfaction issues and take appropriate actions to address them.

• Maintain precise renewal forecasts and account notes within CRM systems.

• Assist customers in enhancing their adoption of Centric solutions through regular check-ins, enablement initiatives, and usage assessments.

• Guide customers towards best practices that facilitate quicker time-to-value.

• Recognize underutilized features and suggest practical methods for customers to extract more value.

• Track customer engagement, usage patterns, support trends, satisfaction levels, and renewal indicators.

• Act as the customer advocate to internal teams, including Product, Support, Services, and Sales.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing role.

• Experience in managing SaaS or enterprise software clients, ideally within SMB or mid-market sectors.

• Proven track record of managing renewals, mitigating churn risk, and identifying opportunities for expansion.

• Strong skills in building relationships with users, managers, and business stakeholders.

• Ability to handle a high-volume portfolio while ensuring a proactive customer experience.

• Comfortable discussing business value, adoption metrics, and return on investment (ROI).

• Excellent presentation, communication, and problem-solving skills.

• Preferred experience with PLM, retail technology, ERP, supply chain, merchandising, or product development software.

• Strong plus if you have experience in fashion, apparel, footwear, consumer goods, merchandising, buying, planning, or product development.

• Ability to work effectively across Pacific and Mountain time zones, with flexibility for broader North American coverage.

• Willingness to travel occasionally for customer meetings, regional events, or internal gatherings.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development opportunities