Customer Success Manager - SMB

Key Responsibilities

• Build and maintain strong relationships with SMB customers across a designated set of North American accounts.
• Act as the primary post-sale point of contact for assigned accounts.
• Understand each customer’s business goals, operating model, and adoption maturity.
• Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes.
• Develop relationships with day-to-day users, project sponsors, and operational stakeholders.

Renewals & Retention

• Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience.
• Monitor upcoming renewal timelines and engage customers early to reinforce value.
• Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them.
• Partner with internal teams to address customer issues that may impact renewal confidence.
• Maintain accurate renewal forecasts and account notes in CRM systems.

Adoption & Value Realization

• Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews.
• Guide customers toward best practices that support faster time-to-value.
• Support customers through onboarding, change management, and post-implementation stabilization.
• Identify underused functionality and recommend practical ways customers can gain more value.
• Conduct business reviews appropriate to account size and maturity.

Upselling & Cross-selling

• Identify opportunities to expand Centric’s footprint within existing SMB accounts.
• Position additional modules, users, services, or solutions based on customer needs and growth plans.
• Partner with Sales to qualify and progress expansion opportunities.
• Surface customer needs related to merchandising, product development, sourcing, planning, sustainability, or digital transformation.

Account Health Monitoring

• Track customer engagement, usage, support trends, satisfaction, and renewal indicators.
• Maintain an accurate view of account health across the assigned portfolio.
• Proactively address adoption or engagement issues before they become renewal risks.
• Escalate critical account concerns internally with clear context and recommended actions.

Customer Advocacy & Internal Collaboration

• Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales.
• Share customer feedback, recurring issues, and enhancement requests.
• Collaborate cross-functionally to ensure a consistent customer experience.
• Help customers participate in references, case studies, webinars, or advocacy opportunities when appropriate.