Customer Success Manager - SMB

Centric Software is a global leader in providing innovative solutions for retailers and brands. They are seeking a dynamic Customer Success Manager to drive customer satisfaction and product adoption within their SMB customer base across North America.

Responsibilities:

• Build and maintain strong relationships with SMB customers across a designated set of North American accounts
• Act as the primary post-sale point of contact for assigned accounts
• Understand each customer’s business goals, operating model, and adoption maturity
• Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes
• Develop relationships with day-to-day users, project sponsors, and operational stakeholders
• Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience
• Monitor upcoming renewal timelines and engage customers early to reinforce value
• Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them
• Partner with internal teams to address customer issues that may impact renewal confidence
• Maintain accurate renewal forecasts and account notes in CRM systems
• Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews
• Guide customers toward best practices that support faster time-to-value
• Support customers through onboarding, change management, and post-implementation stabilization
• Identify underused functionality and recommend practical ways customers can gain more value
• Conduct business reviews appropriate to account size and maturity
• Identify opportunities to expand Centric’s footprint within existing SMB accounts
• Position additional modules, users, services, or solutions based on customer needs and growth plans
• Partner with Sales to qualify and progress expansion opportunities
• Surface customer needs related to merchandising, product development, sourcing, planning, sustainability, or digital transformation
• Track customer engagement, usage, support trends, satisfaction, and renewal indicators
• Maintain an accurate view of account health across the assigned portfolio
• Proactively address adoption or engagement issues before they become renewal risks
• Escalate critical account concerns internally with clear context and recommended actions
• Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales
• Share customer feedback, recurring issues, and enhancement requests
• Collaborate cross-functionally to ensure a consistent customer experience
• Help customers participate in references, case studies, webinars, or advocacy opportunities when appropriate

Requirements:

• 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role
• Experience managing SaaS or enterprise software customers, preferably within SMB or mid-market segments
• Proven ability to manage renewals, reduce churn risk, and identify expansion opportunities
• Strong relationship-building skills with users, managers, and business stakeholders
• Ability to manage a high-volume portfolio while maintaining a proactive customer experience
• Comfortable discussing business value, adoption metrics, and ROI
• Strong presentation, communication, and problem-solving skills
• Ability to work effectively across Pacific and Mountain time zones, with flexibility for broader North American coverage
• Ability to travel occasionally for customer meetings, regional events, or internal meetings
• Experience with PLM, retail technology, ERP, supply chain, merchandising, or product development software
• Fashion, apparel, footwear, consumer goods, merchandising, buying, planning, or product development experience