Customer Success Manager

Summary

Join Centric Software as a Customer Success Manager and drive customer satisfaction, renewals, and growth within our fashion and retail client base. You will build strong relationships with customers, ensuring they maximize the value of our PLM solutions. This role focuses on renewals, upselling, and cross-selling to expand Centric's presence within each account. You will act as the key point of contact for assigned customers, advocating for their needs and ensuring alignment with business objectives. You will monitor account health, support onboarding, and provide training. Partner with sales and product teams to identify growth opportunities and leverage your industry expertise to offer insights and best practices.

Requirements

• Previous experience in merchandising, buying, or a similar role in the fashion or retail industries, with a deep understanding of the product lifecycle, industry challenges, and customer needs
• 2+ years of experience in a SAAS Customer Success, Account Management, or similar role, with a proven focus on renewals, upselling, and cross-selling
• Exceptional interpersonal skills with the ability to foster and maintain relationships with key customer stakeholders, from operational teams to senior executives
• Experience managing renewals and growing revenue within existing accounts through strategic upselling and cross-selling of additional services or product features
• 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
• Strong analytical and problem-solving skills, with a customer-first mentality and the ability to identify opportunities for improvement or innovation within client accounts
• 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
• Fluency in English is required, with the ability to work effectively in a bilingual setting

Responsibilities

• 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
• 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
• Identify and pursue upsell and cross-sell opportunities within existing accounts, aligning Centric's broader suite of solutions with evolving customer needs
• 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
• Monitor account health through regular check-ins, usage tracking, and feedback loops to proactively address any concerns and ensure continued satisfaction
• Support the onboarding process for new clients and provide ongoing training and product support to ensure maximum adoption and engagement with our PLM solutions
• 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
• 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

Benefits

• 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