Senior Customer Experience Manager
2 weeks ago
We are seeking a highly skilled and experienced Customer Success Manager to join our team. The ideal candidate will have a proven track record of driving customer satisfaction, renewals, and growth within existing client bases.
The Customer Success Manager will be responsible for building and nurturing long-term relationships with customers across EMEA, ensuring that Centric's PLM solutions meet their evolving needs. This includes owning the renewal process, anticipating risks, and taking proactive action to protect retention.
In addition, the successful candidate will identify opportunities for expansion by positioning additional solutions that meet evolving customer needs, partner with Sales to execute on growth opportunities, and deliver ongoing training and enablement to drive adoption and maximize ROI.
The Customer Success Manager will also represent the customer's voice internally, providing feedback to influence product roadmap and services, conduct regular check-ins and reviews to reinforce value realization, and track engagement, usage, and satisfaction metrics to assess account health.
Qualifications include 3+ years in Customer Success, Account Management, or a similar role, ideally with SaaS/enterprise software customers, bilingual fluency in English and German (written and spoken), demonstrated success managing renewals and driving upsell/cross-sell opportunities, strong interpersonal and presentation skills, and experience with SaaS solutions (PLM or enterprise software preferred).
Key Responsibilities:
- Build and nurture long-term relationships with existing customers across EMEA
- Own the renewal process for assigned accounts, ensuring a smooth and proactive experience
- Anticipate risks and take action to protect retention across your portfolio
- Identify opportunities for expansion by positioning additional solutions that meet evolving customer needs
- Partner with Sales to execute on growth opportunities within your account base
- Deliver ongoing training and enablement to drive adoption and maximize ROI
- Represent the customer's voice internally, providing feedback to influence product roadmap and services
- Conduct regular check-ins and reviews to reinforce value realization
- Track engagement, usage, and satisfaction metrics to assess account health
Qualifications:
- 3+ years in Customer Success, Account Management, or a similar role, ideally with SaaS/enterprise software customers
- Bilingual fluency in English and German (written and spoken)
- Demonstrated success managing renewals and driving upsell/cross-sell opportunities
- Strong interpersonal and presentation skills
- Experience with SaaS solutions (PLM or enterprise software preferred)
Benefits:
- A remote-first, collaborative work environment across Europe
- Opportunities for career growth and advancement in a rapidly expanding segment
- Work with cutting-edge PLM technology used by global fashion and retail leaders
- A chance to directly impact customer success, retention, and expansion in a high-growth SMB market
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