Senior Customer Success Manager

Cora Systems is a global leader in enterprise Project Portfolio Management (PPM), empowering organizations to achieve complete control, governance, and visibility across complex project ecosystems. As a Senior Customer Success Manager, you will own strategic customer relationships across North America, ensuring customers realize measurable value from the Cora platform, including AI‑driven insights that improve predictability and accelerate time‑to‑value.

Responsibilities:

• Own the end‑to‑end lifecycle for a portfolio of enterprise and government‑contracting customers
• Develop strategic success plans aligned to customer goals such as governance maturity, cost reduction, compliance, and operational efficiency
• Drive adoption of Cora’s core modules (PPM, Project Controls, Workforce Planning, Financial Control, EVM, Strategy Execution) and product extensions (Cora Assistant, Data Hub, Integrations, Jira, Teams)
• Leverage AI‑powered insights from the Cora platform to guide customers toward better decision‑making, risk mitigation, and resource optimization
• Ensure customers achieve measurable outcomes such as improved margins, reduced cost overruns, and standardized processes
• Lead renewal strategy and execution, ensuring high Gross and Net Revenue Retention
• Identify expansion opportunities across modules, licenses, integrations, and AI‑driven capabilities
• Partner with Sales, Product, and Professional Services to shape account strategy and long‑term customer roadmaps
• Proactively identify churn risks using health scoring, usage analytics, and predictive indicators
• Build multi‑threaded relationships with executive sponsors, PMO leaders, project controllers, finance teams, and operational stakeholders
• Facilitate QBRs, governance reviews, and strategic roadmap sessions
• Advocate for customer needs internally, influencing product roadmap decisions — especially around AI, data analytics, and workflow automation
• Guide customers in adopting best‑practice governance frameworks supported by Cora’s workflow, audit trail, and compliance capabilities
• Maintain accurate account documentation, health metrics, and forecasting in CRM and CS platforms
• Contribute to scalable playbooks, onboarding frameworks, and AI‑enhanced customer engagement models
• Collaborate with Product and Engineering to validate customer requirements, especially around integrations, data flows, and predictive analytics
• Partner with Professional Services to ensure smooth implementations and accelerated time‑to‑value
• Mentor junior CSMs and contribute to the evolution of Cora’s Customer Success methodology
• Represent Customer Success in cross‑functional initiatives, customer advisory boards, and industry events
• Share insights on customer trends, governance maturity, and AI adoption patterns

Requirements:

• 5–8+ years in Customer Success or Account Management within enterprise SaaS
• Experience supporting customers in project‑driven industries (Manufacturing, Aerospace & Defense, Engineering, GovCon, Life Sciences, Energy, etc.)
• Proven success driving adoption of complex platforms involving workflows, integrations, analytics, and governance frameworks
• Familiarity with PPM, EVM, project controls, or financial governance solutions is a strong advantage
• Exceptional communication and executive‑level presentation skills
• Strong analytical mindset with the ability to interpret data, trends, and AI‑generated insights
• Ability to manage complex enterprise environments with multiple stakeholders and long‑term transformation programs
• Commercial acumen with comfort discussing ROI, value realization, and renewal strategy
• High ownership, autonomy, and ability to influence without authority
• Experience with AI‑enabled SaaS platforms or data‑driven decision‑support tools
• Background in PMO, project controls, consulting, or digital transformation
• Certifications: PMP, CSM, Prosci, or Customer Success Leadership credentials