Regional Manager, Customer Success (Americas)

Accuris is the global leader in engineering intelligence, trusted by the world’s most innovative companies to accelerate design, reduce risk, and ensure supply chain resilience. The Regional Manager, Customer Success is responsible for leading the Americas Customer Success team, driving retention and adoption strategies, and ensuring customer outcomes. This role involves managing a team of Customer Success Managers and collaborating with cross-functional teams to meet customer needs.

Responsibilities:

• Directly manage 5 Americas-based CSMs, including weekly 1:1s, quarterly performance reviews, and ongoing coaching
• Own 3-5 of the company’s largest accounts
• Build individual development plans for each team member, aligned to their career goals and team capacity needs
• Onboard and ramp new CSM hires; own the 90-day integration plan and milestone checkpoints
• Model leadership behavior and set the standard for ownership, customer empathy, and communication across the team
• Own net revenue retention (NRR) and customer health outcomes for the Americas region
• Maintain visibility into regional account health across all active CS programs; proactively flag risks with a recommended action plan
• Ensure CSMs are executing Success Plans, business reviews, onboarding programs, and adoption campaigns on schedule and to standard
• Step in directly on escalated accounts or executive-level conversations requiring manager presence
• Champion the consistent use of CS tooling across the Americas team
• Develop and execute a regional CS strategy aligned to Accuris retention, adoption, and expansion goals
• Collaborate with Customer Education to coordinate training programs for key Americas accounts
• Identify opportunities for tooling improvements, process scaling, and Professional Services alignment
• Work closely with cross-functional teams including Sales, Support, and Product to ensure customer needs are met and exceeded
• Lead regional team cadences including weekly standups, account reviews, and pipeline calls
• Maintain accurate Salesforce records across all Americas CS programs; own regional reporting
• Contribute to quarterly planning (QBRs, PKRs) with data-backed analysis of regional performance
• Own Americas CS budget inputs, including headcount justification and tool recommendations

Requirements:

• 5+ years of Customer Success or Account Management experience, ideally in SaaS or a technical environment
• 2+ years directly managing CSMs or a customer-facing team, with full performance management responsibility
• Proven track record owning regional or team-level retention and NRR outcomes
• Strong executive communication skills. Comfortable representing Accuris at VP-level in customer conversations
• Proficiency with Salesforce or equivalent CRM; experience with CS platforms (Gainsight preferred)
• Experience in engineering information services, standards, or technical documentation platforms
• Background working with government, defense, aerospace, or regulated industry customers
• Familiarity with customer lifecycle program design (onboarding, health scoring, success planning)
• Experience contributing to CS playbook development or scaled CS motions