Copy of Customer Success Manager

QAD is a global leader in next-generation SaaS manufacturing and supply chain solutions, helping customers build Adaptive Enterprises through innovative cloud technology. This role is 100% remote and based in the US; work authorization is required as sponsorship is not offered.

About the role

The Customer Success Manager drives customer retention and growth by ensuring adoption, support, and value demonstration for Digital and Smart Business Engagement model customers. You will nurture and support customers throughout their journey, ensuring satisfaction and product utilization.

Responsibilities

• Meet regular renewal and customer satisfaction targets.
• Drive customers to become referenceable.
• Develop, maintain, and deliver “Customer Journey” artifacts.
• Track all customer-related interactions and updates in Salesforce.
• Monitor customer growth and personnel changes.
• Increase customers’ utilization of QAD products.
• Partner with global sales executives to inform them of customer issues, support escalations, events, and growth opportunities.
• Support deal execution, including interactions with the customer’s procurement group.
• Notify sales executives of new opportunities or leads within existing accounts.

Requirements

• Bachelor’s or Master's degree with 3 to 5+ years of sales-related experience, project implementation, and/or customer service experience.
• 2-4 years of ERP/SaaS software experience (preferred).
• Flexible hours to accommodate customer needs and milestones.
• Occasional international travel.

Skills

• Uses analytical tools and methods to analyze data, identify patterns, and draw meaningful insights for decision-making.
• Persuades peers to adopt new approaches or ideas and gains buy-in for proposed changes.
• Articulates thoughts and ideas confidently and provides constructive feedback.
• Actively participates in team meetings and discussions.
• Builds rapport with clients through active listening, empathy, and independent handling of routine interactions.
• Promotes cross-functional partnerships, knowledge sharing, and best practices.

Benefits

• Programs to support work-life balance and well-being.
• Opportunity to join a growing business in a key growth segment.
• Collaborative culture of smart, hard-working individuals who support one another.
• Atmosphere of growth and opportunity, prioritizing idea-sharing over hierarchy.
• Comprehensive compensation package, including medical, dental, and vision coverage.
• 401(k) plan with company match.
• Short-term and long-term disability coverage, life insurance, paid-time off, parental leave, and well-being programs.

Pay

Base pay range: $85,000–$110,000 USD annually, plus bonus plan. Placement within the range varies based on knowledge, skills, experience, market location, and internal peer equity.