Responsible for the management and Annual Recurring Revenue target (ARR) associated with all contracts and software subscriptions within a portfolio of site-based accounts
Lead onboarding, adopt, expand and renewal motions using data and workflow information from customer relationship management and data tools
Translate data and insights into customer value, leading to increased service contracts and software subscriptions
Deliver Executive Business Review to main customer contacts
Work with sales and business leads to identify new contract opportunities
Provide feedback to the portfolio team to ensure customer feedback is built into service offerings
Build and maintain strong relationships with customers
Serve as a trusted advisor, providing guidance on best practices and business outcomes
Collaborate with internal teams to resolve customer challenges and deliver a seamless experience
Track customer health, usage, and satisfaction metrics
Drive on-time contact renewals and identify areas for expansion

High School diploma or equivalent
2+ years in Customer Success, Account Management, or related role (preferably in automation, technology, or distribution)
Experience with subscription-based services or SaaS models
Proficiency with CRM systems
Familiarity with contract renewals and negotiation processes
Strong relationship-building and communication skills
Proven track record of driving customer adoption and retention
Ability to identify growth opportunities within existing accounts
Comfortable working cross-functionally with technical and sales teams
Based within commuting distance of Clark, NJ, with flexibility to travel locally

Customer Success Manager

Key skills