Customer Success Manager - Mid Market / Large Accounts

Centric Software is a global leader providing an innovative product-concept-to-commercialization platform for various industries. The company is seeking an experienced Customer Success Manager to manage executive relationships and drive adoption for Mid-Market and Large customers in North America.

Responsibilities:

• Build and manage trusted relationships with senior stakeholders, executive sponsors, operational leaders, and system owners across enterprise accounts
• Serve as a strategic advisor to customers, helping align Centric PLM solutions with broader business transformation goals
• Develop a deep understanding of each customer’s business structure, brands, regions, workflows, and strategic initiatives
• Maintain multi-threaded relationships across merchandising, design, product development, sourcing, IT, operations, and executive teams
• Lead regular executive check-ins, strategic account reviews, and business reviews
• Own and manage the renewal strategy for assigned enterprise accounts
• Build proactive renewal plans well in advance of contract deadlines
• Identify commercial, adoption, stakeholder, or operational risks that may affect retention
• Coordinate internal action plans to address risks and protect long-term account value
• Partner with Sales and leadership on renewal negotiations, account positioning, and executive alignment
• Maintain accurate renewal forecasts, account plans, risk assessments, and stakeholder maps
• Identify expansion opportunities across business units, brands, regions, departments, and solution areas
• Partner with Sales to develop and execute account growth strategies
• Position additional Centric solutions based on customer maturity, strategic initiatives, and business needs
• Support upsell and cross-sell motions by connecting customer challenges to measurable value
• Help expand Centric’s role from a functional solution provider to a strategic enterprise platform partner
• Drive enterprise-wide adoption and value realization across large, complex customer environments
• Monitor solution usage, engagement, stakeholder alignment, support trends, and business outcomes
• Work with customers to define success criteria, adoption goals, and value milestones
• Partner with Professional Services and Support to ensure customer issues are addressed with urgency and clarity
• Identify opportunities to improve process maturity, solution utilization, and long-term ROI
• Lead structured business reviews that demonstrate realized value and future opportunity
• Act as the voice of the enterprise customer within Centric
• Provide strategic feedback to Product, Services, Support, and leadership teams
• Identify reference, case study, speaking, and advisory opportunities with satisfied customers
• Support executive sponsor programs and customer advisory engagement where appropriate
• Escalate customer needs internally with clear business context, urgency, and recommended next steps
• Maintain detailed account plans for each strategic customer
• Map key stakeholders, business priorities, renewal timelines, adoption risks, and expansion opportunities
• Coordinate closely with Sales, Services, Support, Product, and leadership to deliver a unified customer strategy
• Lead internal account reviews and ensure cross-functional teams are aligned on customer objectives
• Provide visibility into account health, risk, growth potential, and executive engagement needs

Requirements:

• 6+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role
• Proven experience managing enterprise SaaS or enterprise software customers
• Demonstrated success owning renewals, reducing churn risk, and supporting expansion within large accounts
• Strong executive presence with the ability to engage senior leaders and business stakeholders
• Experience managing complex, multi-stakeholder enterprise relationships
• Strong commercial acumen and ability to partner effectively with Sales on renewals and growth opportunities
• Ability to translate technical capabilities into business outcomes and measurable value
• Skilled at interpreting account health metrics, adoption data, support trends, and customer sentiment
• Strong presentation, negotiation, communication, and problem-solving skills
• Ability to travel regularly for customer meetings, executive business reviews, industry events, and internal meetings
• Experience with PLM, retail technology, ERP, supply chain, merchandising, planning, sourcing, or product development software
• Experience in fashion, apparel, footwear, luxury, consumer goods, merchandising, buying, planning, or product development
• NYC-area location preferred due to proximity to enterprise fashion, retail, and luxury customers