Customer Success Manager

Overview of the Role:

This position is 100% remote located in the US. We are looking to grow our Customer Success Team to further strengthen partnerships with our customers. As a Customer Success Manager, you’ll be responsible for the support of 40+ accounts and have three primary functions — Customer Retention, Engagement and Expansion, ensuring the highest customer satisfaction. The ideal candidate must have experience in consultative, product-oriented software account management, polished communication skills and a strong understanding of both technical solutions and business drivers.

What you will do:

• Drive engagement through a consistent cadence of communication with strategic stakeholders and business users to ensure they have the resources, training, and skills needed to use product(s) effectively, ensuring strong client retention at time of renewal.
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations with clients and assigned Precisely account team and leadership.
• Accurately forecast upcoming renewal risk for territory — typically 12–18 months out.
• Own and drive the renewal process with customers beginning 120 days in advance to structure renewal options, identify product add-ons/upsell opportunities; including negotiations with procurement and budget stakeholders to close renewal on time. This may require a close collaborative partnership with Director of Contracts & Renewals and assigned Account Executive.
• Identify Upsell and Expansion leads by leveraging the existing footprint and relationship at each customer to expand the current license(s), add new products and/or professional services, cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships need to be established. This will be done in direct coordination and partnership with assigned Account Executive.
• Monitor or advocate priority escalation on open support/enhancement tickets for prompt resolution.
• Coordinate the onboarding of new clients or lines of business within existing accounts, for clients of our Precisely Data Integrity Suite only.

What we are looking for:

Required:

• Education: Bachelor’s degree in business or related field. Equivalent work experience will be accepted in place of the education requirement.
• Years of experience: 5+ years managing “land-and-expand” account strategies in a Customer Success role
• Demonstrated history of strong client retention through client engagement and renewal negotiation strategies.
• Must be a self-starter, able to work autonomously and with minimal supervision.
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently.
• Ability to escalate customer issues by aligning and communicating with internal resources.
• Strong interpersonal skills and ability to work in matrixed organizations.
• Experience leading and executing customer meetings and events.
• Skilled in communicating with C-level suite of organizations.
• Results-oriented with a focus on customer satisfaction and retention.
• Travel is required for client engagements and company events

AI Skills/Knowledge:

• Uses AI to surface at-risk accounts and usage signals; drafts QBR narratives and renewal communications with AI assistance; experience with AI-powered support deflection or escalation routing; synthesizes product feedback at scale using AI summarization.
• Familiarity with Copilot and Claude preferred.

Preferred Skills (a plus but not required):

• Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets

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