Full-Time Principal Customer Success Manager

The Principal Customer Success Manager's role at QAD is to drive customer retention and growth via adoption, support, and value demonstration.

Key Responsibilities:

• Meet regular renewal and customer satisfaction targets.
• Drive customers to be referenceable.
• Develop, maintain, and deliver "Customer Journey" artifacts.
• Track all customer-related interactions and updates in Salesforce.
• Monitor customer growth and personnel changes.
• Increase customer utilization of QAD products.
• Partner with sales executives globally to ensure communication about issues, support escalations, events, growth, etc., of assigned customers.
• Support deal execution as needed, including customer procurement groups.
• Notify sales executives of new opportunities for existing customers or new leads.
• Mentor other CS team members as a subject matter expert (SME).

Qualifications:

• Minimum 12 years of sales, project management, and/or customer service experience.
• Bachelor's degree
• 5 years of ERP/SaaS experience
• Proven track record of managing complex customer relationships in the SaaS/Technology industry.
• C-level engagement experience.
• Technical skills: Proficiency in Excel, PowerPoint, Word, CRM software (Salesforce preferred), and CS Platforms (e.g., Gainsight).

Compensation: $155,000 - $168,000 USD

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