Customer Success Manager (EU)

Parsec Automation, LLC is a leading provider of manufacturing operations management software, recognized for its innovative solutions in the manufacturing sector. The Customer Success Manager (EU) is responsible for driving customer retention and expansion, ensuring customers realize value from their investment in TrakSYS while managing a portfolio of strategic accounts across Europe.

Responsibilities:

• Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts
• Proactively monitor customer health scores and identify potential risks
• Support executive alignment and customer engagement ahead of renewal cycles
• Identify and help qualify expansion opportunities including new sites, capabilities, and services
• Partner closely with Sales on account planning and expansion initiatives
• Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio
• Ensure customers achieve defined operational and business outcomes from their TrakSYS investment
• Track adoption, usage, and value realization metrics
• Support Value Realization Index (VRI) initiatives and reporting
• Lead structured customer business reviews, including QBRs and executive-level engagements
• Build strong multi-level relationships across customer organizations
• Act as a trusted advisor and strategic partner to assigned accounts
• Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts
• Maintain account health visibility and escalation coordination
• Partner cross-functionally to support customer initiatives and issue resolution
• Adhere to established Customer Success processes while contributing to ongoing process improvements

Requirements:

• 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise software
• Experience managing complex enterprise accounts with €250K+ ARR
• Demonstrated success identifying growth opportunities and collaborating cross-functionally
• Strong understanding of recurring revenue models and customer retention strategies
• Excellent communication skills with strong executive presence
• Ability to manage multiple complex customer relationships simultaneously
• Strong analytical and organizational skills with a data-driven mindset
• Experience leveraging AI tools for research and day-to-day productivity
• Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams
• Experience in manufacturing technology, industrial automation, or MES/MOM software
• Familiarity with multi-site enterprise deployments
• Experience supporting strategic manufacturing customers in highly operational environments
• Additional European language skills are a plus