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Customer Success Manager – SMB
Centric Software. Build and maintain strong relationships with SMB customers across a designated set of North American accounts.
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Build and maintain strong relationships with SMB customers across a designated set of North American accounts.
- Act as the primary post-sale point of contact for assigned accounts.
- Understand each customer’s business goals, operating model, and adoption maturity.
- Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes.
- Develop relationships with day-to-day users, project sponsors, and operational stakeholders.
- Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience.
- Monitor upcoming renewal timelines and engage customers early to reinforce value.
- Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them.
- Maintain accurate renewal forecasts and account notes in CRM systems.
- Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews.
- Guide customers toward best practices that support faster time-to-value.
- Identify underused functionality and recommend practical ways customers can gain more value.
- Track customer engagement, usage, support trends, satisfaction, and renewal indicators.
- Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales.
Requirements
What you’ll need- 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role.
- Experience managing SaaS or enterprise software customers, preferably within SMB or mid-market segments.
- Proven ability to manage renewals, reduce churn risk, and identify expansion opportunities.
- Strong relationship-building skills with users, managers, and business stakeholders.
- Ability to manage a high-volume portfolio while maintaining a proactive customer experience.
- Comfortable discussing business value, adoption metrics, and ROI.
- Strong presentation, communication, and problem-solving skills.
- Experience with PLM, retail technology, ERP, supply chain, merchandising, or product development software is preferred.
- Fashion, apparel, footwear, consumer goods, merchandising, buying, planning, or product development experience is a strong plus.
- Ability to work effectively across Pacific and Mountain time zones, with flexibility for broader North American coverage.
- Ability to travel occasionally for customer meetings, regional events, or internal meetings.
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementClient ServicesSaaSPLMERPsupply chainmerchandisingproduct development softwareadoption metrics
Soft Skills
relationship-buildingcommunicationproblem-solvingpresentationproactive customer experiencebusiness value discussionchurn risk managementexpansion opportunity identificationhigh-volume portfolio managementstakeholder engagement