Full-Time Principal Customer Success Manager

• Own and manage strategic customer relationships to ensure retention, satisfaction, and growth.
• Consistently meet customer renewal, expansion, and satisfaction goals.
• Develop and maintain “Customer Journey” artifacts to support account strategy and communication.
• Increase product adoption and customer utilization of QAD solutions.
• Track all customer interactions and updates in Salesforce with accuracy and timeliness.
• Monitor customer growth, organizational changes, and business shifts to adapt success strategies.
• Drive customers to become QAD references through successful outcomes and engagement.
• Partner closely with global sales executives to communicate key updates, issues, escalations, and opportunities.
• Support sales processes as needed, including customer procurement and deal coordination.
• Identify and surface upsell, cross-sell, and expansion opportunities to the sales team.
• Act as a subject matter expert and mentor for junior team members on Customer Success best practices.
• Serve as a bridge between teams, ensuring clear and effective communication across departments.
• Lead or contribute to cross-functional initiatives that enhance customer experience and internal alignment.

• Minimum of 12 years of experience in customer success, sales, project management, or related customer-facing roles.
• Minimum of 5 years experience in ERP or SaaS software environments.
• Prefer automotive industry customer success experience.
• Bachelor’s degree required.
• Demonstrated success managing complex customer relationships, with C-level stakeholder engagement.
• Experience working with CRM systems (Salesforce preferred) and CS platforms (e.g., Gainsight).
• Proficiency in Google Workspace.
• Exceptional communication, negotiation, and conflict resolution skills.
• Analytical mindset with ability to integrate data from multiple sources and generate actionable insights.

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