Customer Success Manager

Hawk Ridge Systems is a provider of 3D design and manufacturing solutions, including SOLIDWORKS and the Dassault Systèmes 3DEXPERIENCE platform. The Customer Success Manager will manage assigned customer accounts across the full lifecycle, drive adoption, expansion, and renewals, and serve as a strategic customer partner. The role also involves maintaining CRM data, meeting revenue targets, coordinating onboarding, and identifying upsell and cross-sell opportunities.

Responsibilities:

• Manage a portfolio of approximately 300–400 small accounts through the full customer relationship cycle, including new product purchases, SaaS activation, adoption, expansion, subscriptions, and renewals
• Serve as the primary account manager and strategic partner for assigned customers
• Maintain regular customer contact through daily, monthly, and quarterly outreach
• Conduct monthly business reviews with customers
• Achieve monthly and annual KPIs and revenue targets
• Proactively present product solutions, address customer challenges, and identify upsell and cross-sell opportunities
• Convert quotes into sales orders and process credit card payments
• Create renewal quotes in Salesforce and maintain accurate CRM information, including contacts, activities, opportunity stages, and forecasts
• Coordinate customer onboarding with the appropriate internal office and team members
• Partner closely with colleagues and SOLIDWORKS staff to provide outstanding customer service, secure software discounts, and complete deal registration
• Manage the renewal and sales pipeline and provide reliable weekly forecasts
• Provide coverage for other CSMs when they are out of the office and attend work events as needed

Requirements:

• 3+ years of experience in customer success, account management, B2B sales, or a related customer-facing role
• Ability to manage 300–400 small accounts, stay organized, and proactively maintain regular customer contact through daily, monthly, and quarterly outreach
• Some sales experience is required, such as meeting sales targets or identifying and advancing upselling or cross-selling opportunities
• Experience using a CRM (customer relationship management) system and common business tools, such as Microsoft Office and Zoom, as well as the ability to manage a high-volume workload
• Experience proactively engaging customers and maintaining relationships, along with superior customer service, strong verbal and written communication, relationship-building, problem-solving, and multitasking skills
• Familiarity with value-based selling; the ability to forecast sales, manage pipeline activity, and support SaaS-related KPIs using strong analytical skills; and the ability to learn Hawk Ridge Systems' products and services
• Autonomous, high-energy, detail-oriented, and self-driven team player with a strong work ethic who thrives in a fast-paced, entrepreneurial environment
• Experience in technical B2B sales or SaaS activation, and/or with CAD (preferably SOLIDWORKS), manufacturing processes, workflows, or related software or technology, is preferred