Customer Success / Account Manager

Softengine, Inc. is your trusted ERP partner, pioneering a truly client-first approach to business technology. They are seeking a strategic, relationship-focused Customer Success / Account Manager to serve as a trusted advisor for clients throughout their customer lifecycle, driving customer satisfaction, adoption, retention, and growth.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts
• Build and maintain strong relationships with executive sponsors, business stakeholders, and end users
• Develop a deep understanding of client business goals, operational challenges, and success metrics
• Conduct regular customer touchpoints, strategic reviews, and account health assessments
• Act as a customer advocate internally to ensure alignment across delivery, support, sales, and leadership teams
• Drive customer adoption, engagement, and long-term value realization
• Monitor account health indicators including utilization, adoption, satisfaction, and risk signals
• Develop success plans and remediation strategies for at-risk accounts
• Coordinate onboarding, training, and customer enablement activities
• Ensure timely resolution and escalation of customer concerns when necessary
• Identify opportunities for upsell, cross-sell, renewals, and expanded services
• Partner with sales and professional services teams to position additional solutions aligned to customer needs
• Support contract renewals and commercial discussions
• Maintain accurate account forecasts, pipeline visibility, and customer engagement documentation
• Maintain CRM and customer success platform data accuracy
• Track and report on customer KPIs, project status, and satisfaction metrics
• Prepare executive-ready presentations, QBRs, and account summaries
• Collaborate cross-functionally to improve customer experience and delivery consistency

Requirements:

• 8+ years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles
• Experience managing enterprise or mid-market customer relationships
• Strong executive communication and presentation skills
• Proven ability to manage multiple accounts and priorities simultaneously
• Experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms
• Strong problem-solving, organizational, and relationship-building skills
• Bachelor's degree required
• SAP Business One Certification – Sales
• Travel up to 15%
• SaaS, ERP, technology, or professional services industry experience
• Experience conducting Executive Business Reviews (QBRs)
• Knowledge of customer adoption, retention, and renewal strategies
• Familiarity with project management methodologies and customer lifecycle processes