Customer Success Consultant

Summary

Join Phocas as a Customer Success Manager and ensure customers maximize their software investment by driving product adoption, satisfaction, and long-term engagement. Collaborate with Account Executives and Account Managers to provide proactive planning and responsive solutions. This role requires excellent relationship-building, problem-solving, and organizational skills. You will deliver training, manage multiple projects, and maintain customer satisfaction. The position offers a fast-paced, fun environment with opportunities for growth and development. Phocas is a high-growth tech company with a global presence.

Requirements

• Excellent relationship-building and communication skills
• Strong problem-solving and facilitation abilities
• Highly organized with attention to detail
• Comfortable delivering training and sharing best practices
• Ability to effectively manage multiple projects simultaneously, prioritize tasks, and meet deadlines
• A collaborative, proactive, and customer-first mindset
• Passion for technology and continuous learning
• Humble, adaptable, and aligned with Phocas culture
• 3+ years in a SaaS Customer Success role
• Experience driving customer adoption across multi-stakeholder environments
• Proven ability to deliver against customer success metrics (e.g., retention, satisfaction)

Responsibilities

• Drive product adoption through training, enablement, and proactive engagement
• Deliver regular check-ins, success planning, and product reviews
• Monitor usage data to identify risk and opportunity areas
• Collaborate with AEs and AMs on onboarding, renewals, and growth opportunities
• Respond to customer issues with urgency and care and provide detailed troubleshooting to resolve end-to-end issues
• Driving customer training
• Equip customers with the skills, knowledge, and confidence to make full use of Phocas, accelerating time-to-value and improving product satisfaction
• Track customer satisfaction (e.g., NPS, CSAT) and improve outcomes
• Maintain accurate records of interactions and planning in CRM tools
• Provide feedback to internal teams to support product and process improvements
• Stay current on Phocas products, industry trends, and customer needs

Preferred Qualifications

• Experience with BI, ERP, or CRM platforms
• Familiarity with tools such as HubSpot, Jira, or Customer Success platforms
• Experience delivering customer training or enablement sessions

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources