Customer Success Manager
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Job Description
Customer Success Manager managing customer retention and expansion in European accounts. Focused on partnership and measurable outcomes through TrakSYS investment.
Responsibilities:
- Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts
- Proactively monitor customer health scores and identify potential risks
- Support executive alignment and customer engagement ahead of renewal cycles
- Identify and help qualify expansion opportunities including new sites, capabilities, and services
- Partner closely with Sales on account planning and expansion initiatives
- Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio
- Ensure customers achieve defined operational and business outcomes from their TrakSYS investment
- Track adoption, usage, and value realization metrics
- Support Value Realization Index (VRI) initiatives and reporting
- Lead structured customer business reviews, including QBRs and executive-level engagements
- Build strong multi-level relationships across customer organizations
- Act as a trusted advisor and strategic partner to assigned accounts
- Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts
- Maintain account health visibility and escalation coordination
- Partner cross-functionally to support customer initiatives and issue resolution
- Adhere to established Customer Success processes while contributing to ongoing process improvements
Requirements:
- 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise software
- Experience managing complex enterprise accounts with €250K+ ARR
- Demonstrated success identifying growth opportunities and collaborating cross-functionally
- Strong understanding of recurring revenue models and customer retention strategies
- Excellent communication skills with strong executive presence
- Ability to manage multiple complex customer relationships simultaneously
- Strong analytical and organizational skills with a data-driven mindset
- Experience leveraging AI tools for research and day-to-day productivity
- Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams
Benefits:
- Competitive base salary and bonus opportunity
- Flexible remote/hybrid work environment
- Generous paid time off and company holidays
- Opportunity to work with leading global manufacturers and cutting-edge manufacturing technology
- Collaborative and growth-oriented company culture backed by a leading private equity platform
- Career growth opportunities within a rapidly scaling global organization
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