Customer Success Manager - North America

Speria is seeking a Customer Success Manager to support enterprise customers across North America. The role focuses on building customer relationships and account strategies, supporting renewals and adoption, coordinating cross-functional problem-solving, and improving Customer Success processes.

Responsibilities:

• Own the day-to-day success strategy for a focused portfolio of enterprise customers
• Build relationships across customer organizations, from senior executives to operational users
• Lead recurring account cadences, business reviews, action planning, and follow-up
• Partner with customers to understand desired outcomes, product use, adoption barriers, risks, and priorities
• Support renewals by maintaining accurate account context, surfacing risk early, and coordinating recovery plans
• Proactively engage customers, including those who are difficult to reach or believe they do not need regular contact
• Coordinate across Sales, Projects, Support, Accounting, Product, and other teams to remove barriers and deliver a consistent customer experience
• Maintain clear account plans, stakeholder maps, commitments, risks, and next steps
• Help improve Customer Success processes as Speria continues to grow and evolve
• Travel to customer locations as needed, up to approximately 25%

Requirements:

• Experience in B2B Customer Success, strategic account management, or a closely related customer-facing role
• Demonstrated ownership of enterprise or large mid-market customers in a high-touch model
• Experience supporting renewals, customer retention, adoption, value realization, or risk management
• Excellent written and verbal communication, with confidence working across executive, operational, and end-user audiences
• Strong organization, follow-through, and comfort managing multiple customer priorities
• A proactive approach to relationship-building and problem-solving
• Ability to work independently in a remote environment while keeping leaders and partners well informed
• Comfort operating in a growing organization where processes may still be evolving
• Experience with complex SaaS, enterprise software, ERP, supply chain, manufacturing, industrial technology, IoT, food technology, or agriculture technology
• Experience with QBRs or EBRs, customer-health frameworks, account planning, adoption programs, and multi-threaded stakeholder management
• Experience building or improving Customer Success processes and playbooks