Customer Success Manager

Precisely is the leader in data integrity, empowering businesses to make confident decisions based on trusted data. As a Customer Success Manager, you will support over 40 accounts, focusing on customer retention, engagement, and expansion to ensure high customer satisfaction.

Responsibilities:

• Drive engagement through a consistent cadence of communication with strategic stakeholders and business users to ensure they have the resources, training, and skills needed to use product(s) effectively, ensuring strong client retention at time of renewal
• Facilitate CORs (Customer Objective Reviews) and other strategic partnership planning conversations with clients and assigned Precisely account team and leadership
• Accurately forecast upcoming renewal risk for territory — typically 12–18 months out
• Own and drive the renewal process with customers beginning 120 days in advance to structure renewal options, identify product add-ons/upsell opportunities; including negotiations with procurement and budget stakeholders to close renewal on time. This may require a close collaborative partnership with Director of Contracts & Renewals and assigned Account Executive
• Identify Upsell and Expansion leads by leveraging the existing footprint and relationship at each customer to expand the current license(s), add new products and/or professional services, cross-sell into new areas of the organization (different division, line of business, etc.) where new relationships need to be established. This will be done in direct coordination and partnership with assigned Account Executive
• Monitor or advocate priority escalation on open support/enhancement tickets for prompt resolution
• Coordinate the onboarding of new clients or lines of business within existing accounts, for clients of our Precisely Data Integrity Suite only

Requirements:

• Education: Bachelor's degree in business or related field. Equivalent work experience will be accepted in place of the education requirement
• Years of experience: 5+ years managing 'land-and-expand' account strategies in a Customer Success role
• Demonstrated history of strong client retention through client engagement and renewal negotiation strategies
• Must be a self-starter, able to work autonomously and with minimal supervision
• Ability to manage multiple customer issues, deadline-driven tasks and projects concurrently
• Ability to escalate customer issues by aligning and communicating with internal resources
• Strong interpersonal skills and ability to work in matrixed organizations
• Experience leading and executing customer meetings and events
• Skilled in communicating with C-level suite of organizations
• Results-oriented with a focus on customer satisfaction and retention
• Travel is required for client engagements and company events
• Uses AI to surface at-risk accounts and usage signals; drafts QBR narratives and renewal communications with AI assistance; experience with AI-powered support deflection or escalation routing; synthesizes product feedback at scale using AI summarization
• Familiarity with Copilot and Claude preferred
• Previous experience in the enterprise data and analytics market; data catalog, metadata management, data quality and/or data analytics markets