Customer Success Manager

Role Overview

• Own the end-to-end relationship for a portfolio of clients post-implementation, acting as their primary point of contact
• Help design and establish our Customer Success playbook, processes, and success metrics from the ground up
• Develop and execute success plans for each account, aligning Pacera's platform capabilities to client goals
• Drive platform adoption by proactively identifying underused features and working with clients to embed them into their workflows
• Monitor account health using usage data and engagement signals, flagging at-risk accounts early and building mitigation plans
• Lead renewal conversations and processes, ensuring high retention rates across your portfolio
• Identify and progress upsell and expansion opportunities, working closely with Sales to convert them
• Build strong relationships with key finance stakeholders (CFOs, Controllers, FP&A leads), positioning yourself as a trusted advisor on Consolidation, Month End Close, and FP&A best practices
• Run regular business reviews with clients to demonstrate value delivered and align on future priorities
• Gather and relay client feedback to Product and Engineering to influence the roadmap, given we're still early in our product journey
• Help evaluate and select the tools and technology that will underpin Customer Success as we scale (e.g. CRM, health-scoring, engagement platforms)
• Collaborate with the Implementation/Consulting team to ensure smooth handover from onboarding to steady-state success
• Maintain accurate records of account status, risks, and opportunities, contributing to the systems we put in place

Requirements

• 3-5 years of experience in a Customer Success, Account Management, or client-facing role, ideally within B2B SaaS
• Prior experience in an early-stage or scale-up environment, with a track record of building processes rather than just following them
• Comfortable with ambiguity and enjoys the challenge of building something new, rather than stepping into a fully formed function
• Experience managing a portfolio of accounts against retention, adoption, and revenue growth targets
• Strong understanding of finance processes, particularly Consolidation, Month End Close, and/or FP&A (or a strong willingness to learn quickly)
• Excellent relationship-building and communication skills, with the confidence to engage senior finance stakeholders
• Commercially minded, with experience identifying and progressing upsell/expansion opportunities
• Data-driven approach to managing accounts, comfortable using usage/health metrics to inform action, even where tooling is still evolving
• Bachelor's degree, accounting qualification (e.g. ACA, ACCA, CPA) or big 4 audit background preferred

Benefits

• Strong benefits package including flex hours and wellness allowances
• Competitive compensation package