Customer Success Manager
On-siteBoston, Massachusetts, United States
Job Summary
Own a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction. Develop and execute account plans aligned to customer business objectives while identifying whitespace opportunities to expand adoption across sites, teams, and products. Serve as a trusted advisor to executive stakeholders, leading Business Reviews focused on measurable outcomes and ROI. Monitor customer health and product adoption to proactively mitigate churn risk and achieve Net Revenue Retention targets. Partner with Sales, Product, and Support to deliver exceptional experiences and provide Voice of Customer insights that influence the product roadmap. Based on the East Coast, this role requires 5+ years of SaaS experience and offers competitive compensation with comprehensive benefits.
Required Qualifications
- 5+ years of Customer Success, Account Management, Strategic Account Management, or Enterprise SaaS experience
- Demonstrated success managing executive relationships within complex B2B SaaS accounts
- Proven experience owning renewals, expansion, or commercial growth objectives
- Track record of consistently achieving retention, Net Revenue Retention (NRR), or quota targets
- Strong business acumen with the ability to connect product capabilities to measurable customer outcomes
- Excellent executive communication, presentation, and relationship-building skills
- Ability to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority
- Experience leveraging customer health metrics, product usage data, and business insights to prioritize work
- Experience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS
Desired Qualifications
- Experience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS is a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.