Customer Success / Account Manager

Softengine is seeking a strategic, relationship-focused Customer Success / Account Manager to guide clients throughout their customer lifecycle. The role drives customer satisfaction, adoption, retention, and growth by helping clients achieve measurable outcomes, managing account relationships, and identifying risks and expansion opportunities.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts
• Build and maintain strong relationships with executive sponsors, business stakeholders, and end users
• Develop a deep understanding of client business goals, operational challenges, and success metrics
• Conduct regular customer touchpoints, strategic reviews, and account health assessments
• Act as a customer advocate internally to ensure alignment across delivery, support, sales, and leadership teams
• Drive customer adoption, engagement, and long-term value realization
• Monitor account health indicators including utilization, adoption, satisfaction, and risk signals
• Develop success plans and remediation strategies for at-risk accounts
• Coordinate onboarding, training, and customer enablement activities
• Ensure timely resolution and escalation of customer concerns when necessary
• Identify opportunities for upsell, cross-sell, renewals, and expanded services
• Partner with sales and professional services teams to position additional solutions aligned to customer needs
• Support contract renewals and commercial discussions
• Maintain accurate account forecasts, pipeline visibility, and customer engagement documentation
• Maintain CRM and customer success platform data accuracy
• Track and report on customer KPIs, project status, and satisfaction metrics
• Prepare executive-ready presentations, QBRs, and account summaries
• Collaborate cross-functionally to improve customer experience and delivery consistency

Requirements:

• 8+ years of experience in Customer Success, Account Management, Professional Services, or related client-facing roles
• Experience managing enterprise or mid-market customer relationships
• Strong executive communication and presentation skills
• Proven ability to manage multiple accounts and priorities simultaneously
• Experience with CRM and customer success tools such as Salesforce, HubSpot, Gainsight, Zendesk, or similar platforms
• Strong problem-solving, organizational, and relationship-building skills
• Bachelor's degree required
• SAP Business One Certification – Sales
• SaaS, ERP, technology, or professional services industry experience
• Experience conducting Executive Business Reviews (QBRs)
• Knowledge of customer adoption, retention, and renewal strategies
• Familiarity with project management methodologies and customer lifecycle processes