Customer Success Manager

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We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

Position Title: Customer Success Manager

Overview

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.
• 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.
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations with client and assigned Precisely account team and leadership.
• Accurately forecast upcoming renewal risk for territory typically 12-18 months out.
• 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 needed to be established. This will be done in direct coordination and partnership with assigned Account Executive.
• Coordinate the onboarding of new clients or lines of business within existing accounts, for clients of our Precisely Data Integrity Suite only.
• Monitor or advocate priority escalation on open support/enhancement tickets for prompt resolution.

What we are looking for

• Bachelors degree in business or related field. Equivalent experience will be accepted in place of the education requirement.
• 5+ years experience managing land-and-expand account strategies in a customer interaction role.
• Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets preferred.
• Skilled in communicating with C-level suite of organizations.
• Strong interpersonal skills and ability to work in matrixed organizations.
• Experience leading and executing customer meetings and events.
• Travel is required: Yes Approximately 15%

AI Skills/Knowledge

• Apply generative AI tools to analyze customer health, usage patterns, and risk signals to drive proactive engagement, retention, and expansion.
• Use AI to efficiently create, summarize, and tailor customer deliverables (e.g., QBRs/CORs, renewal messaging, executive updates) while ensuring accuracy and professionalism.
• Leverage AI to synthesize feedback, support trends, and adoption insights at scale, translating data into actionable recommendations for customers and internal stakeholders.

Preferred Skills

• Experience in Insurance vertical a plus but not required.

This position is 100% remote anywhere in the US

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