We areseekinga strategic, relationship-focused Customer Success / Account Manager to serve as a trusted advisor for our clients throughout their customer lifecycle. This roleis responsible fordriving customer satisfaction, adoption, retention, and growth by ensuring clients achieve measurable business outcomes from their investment in our solutions and services.
The ideal candidate combines strong relationship management skills with operational discipline, executive communication, and the ability to proactivelyidentifyrisks, opportunities, and expansion potential within assigned accounts.
Key Responsibilities
Customer Relationship Management
- Serve as the primary point of contact for assigned customer accounts
- Build andmaintainstrong relationships with executive sponsors, business stakeholders, and end users
- Develop a deep understanding of client business goals, operational challenges, and success metrics
- Conduct regular customer touchpoints, strategic reviews, and account health assessments
- Act as a customer advocate internally to ensure alignment across delivery, support, sales, and leadership teams
Customer Success & Retention
- Drive customer adoption, engagement, and long-term value realization
- Monitoraccounthealth indicators includingutilization, adoption, satisfaction, and risk signals
- Develop success plans and remediation strategies for at-risk accounts
- Coordinate onboarding, training, and customer enablement activities
- Ensuretimelyresolution and escalation of customer concerns when necessary
Account Growth & Revenue Management
- Identifyopportunities forupsell, cross-sell, renewals, and expanded services
- Partner with sales and professional services teams to positionadditionalsolutions aligned to customer needs
- Support contract renewals and commercial discussions
- Maintainaccurateaccount forecasts, pipeline visibility, and customer engagement documentation
Operational Excellence
- Maintain CRM and customer success platform data accuracy
- Track and report on customer KPIs, project status, and satisfaction metrics
- Prepare executive-ready presentations, QBRs, and account summaries
- Collaborate cross-functionally to improve customer experience and delivery consistency
- 8+ years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles
- Experience managing enterprise or mid-market customer relationships
- Strong executive communication and presentation skills
- Proven ability to manage multiple accounts and priorities simultaneously
- Experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms
- Strong problem-solving, organizational, and relationship-building skills
- Bachelor’s degreerequired
SAP Business One Certification–Sales
Travelup to 15%
Preferred Experience
SaaS, ERP, technology, or professional services industry experience
Experience conducting Executive Business Reviews (QBRs)
Knowledge of customer adoption, retention, and renewal strategies
Familiarity with project management methodologies and customer lifecycle processes
Success Metrics
Customer retention and renewal rates
Net Revenue Retention (NRR)
- Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS)
- Product adoption andutilizationmetrics
- Expansion revenue and account growth
- Time-to-value and onboarding success rates
What Success Looks Like
Customers view you as a trusted strategic advisor
Risksand potential escalationsareidentifiedearly and proactively managed
Clients achieve measurable business outcomes and remain engaged long-term
Internal teams are aligned around customer priorities and success plans
Account portfoliosdemonstratestrong retention, growth, and customer satisfaction results
Softengine, Inc. is your trusted ERP partner, pioneering a truly client-first approach to business technology. With over two decades of world-class expertise, we proudly hold the distinction of being an SAP Business One Premier Partner and an Acumatica Cloud ERP Gold Partner.
Mission and Vision
Our mission at Softengine is short, sweet, and directly to the point.
It is to Make Business Simple.
Our Core Values
Collaborative
Driven
Transparent
Innovative
Customer Centric
Job description provided by Softengine.
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