Customer Success Manager

Job Summary:
As a Customer Success Manager, you will be responsible for driving customer satisfaction, renewals, and growth within our existing fashion and retail client base. With your background in merchandising or buying, you'll use your expertise to build strong, long-lasting relationships with customers, ensuring they get maximum value from our PLM solutions. This role will focus on renewals, upselling, and cross-selling to expand Centric's presence within each account.

Responsibilities:

• Customer Relationship Management:
  Build and nurture strong, long-term relationships with fashion and retail customers, becoming a trusted advisor who ensures customers are fully leveraging Centric's PLM solutions to meet their business goals.

• Renewals & Retention:
  Own the renewal process for existing customers, ensuring a smooth experience and high retention rates. Work proactively to identify and resolve potential issues before they impact the customer.

• Upselling & Cross-selling:
  Identify and pursue upsell and cross-sell opportunities within existing accounts, aligning Centric's broader suite of solutions with evolving customer needs.

• Customer Advocacy:
  Act as the key point of contact for your assigned customers, advocating for their needs internally and ensuring Centric's solutions are continuously aligned with their business objectives.

• Account Health Monitoring:
  Monitor account health through regular check-ins, usage tracking, and feedback loops to proactively address any concerns and ensure continued satisfaction.

• Onboarding & Training:
  Support the onboarding process for new clients and provide ongoing training and product support to ensure maximum adoption and engagement with our PLM solutions.

• Collaborate with Sales & Product Teams:
  Partner with sales and product teams to identify growth opportunities and align product offerings with client requirements. Provide valuable customer insights that influence product development and service offerings.

• Industry Expertise:
  Leverage your experience in the fashion and retail sectors to offer insights and best practices, helping customers optimize their use of Centric's PLM software.

Qualifications:

• Customer Success Experience:
  2+ years of experience in a Customer Success, Account Management, or similar role, with a proven focus on renewals, upselling, and cross-selling.

• Strong Communication & Relationship Building:
  Exceptional interpersonal skills with the ability to foster and maintain relationships with key customer stakeholders, from operational teams to senior executives.

• Proven Track Record in Retention & Growth:
  Experience managing renewals and growing revenue within existing accounts through strategic upselling and cross-selling of additional services or product features.

• Tech-Savvy:
  Familiarity with SAAS products, preferably in PLM or other enterprise software, and the ability to understand and communicate complex technical solutions to non-technical users.

• Problem-Solving & Customer Focus:
  Strong analytical and problem-solving skills, with a customer-first mentality and the ability to identify opportunities for improvement or innovation within client accounts.

• Passion for Fashion & Retail:
  A genuine passion for the fashion and retail industries, with a keen interest in how technology like PLM software can transform business operations and drive success.

What We Offer:

• Competitive salary and benefits

• A highly collaborative and supportive remote work environment

• Opportunities for professional growth and career advancement

• Work with cutting-edge solutions in the fashion and retail sectors, specifically in PLM software

• A chance to make a significant impact within a growing, innovative company