Customer Success Manager - PXM

About Centric Software:

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.

Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional.

You have a passion to build durable successful relationships? You are proactively taking the initiative to fulfill customer’s needs? You are keen on improving the customer’s journey? You want to be part of a global Team?

For our further growth we are looking for people who will help shape the future of Centric PXM. People who are like us. We offer you a lot of freedom to develop yourself. Above all, we offer you a great team, an employee-oriented corporate culture and many other benefits. Sounds good? Then welcome to the team!

With Centric PXM, retailers and brand owners create path-breaking product experiences of the future - using the full potential of modern technologies. Our goal is to revolutionize the everyday lives of marketing and product teams - our innovative, holistic platform focuses on time-to-value.

Centric PXM’s Vision for this role     
 

As our Customer Success Manager International (m/f/d) you will be a significant part of our Mission of a Customer Centric organization. You will be a team member of our Customer Success Team in a time of growth, international expansion and ensure digital coaching contributes to the success of our customers, no matter if they are global enterprises or young startups. You will work with customer success managers in the region and report directly to our Head of Customer Success.

What will Your life at Centric PXM look like?
 

Drive Customer Success Outcomes

• Increase renewal rates of existing customer base and reduce churn in Europe, (USA and JAPAC if necessary)
• Expand our revenue in accounts through cross-sell and up-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability
• Shape our product offering to support the above outcomes
• Accurate sales pipeline management and reporting
• Preparation of Centric PXM presentations at interested medium-sized companies
• Coordination of requirements with interested parties
• Independent presentation of customized solutions on-site or via webinar
• Cooperation with partner agencies with regard to implementation of acquired projects
• Documentation of customer communication & information about existing customers in the CRM system
• Follow-up of all CSM offers
• Organization of quarterly business reviews with existing customers
   

Enhance Effectiveness and Efficiency (Through Technology)

• Work within and between all teams and identify, create and improve standardizing processes
• Leverage new technology and make better use of existing one, e.g. regarding support system, customer marketing software and reference and advocacy solutions and Customer Success Management platform

Continuous managing of Customer Success Activities

• Onboarding Customers
• Training
• Professional Services
• Customer Success Management
• Renewals
• Cross-sell / Up-sell
• Advocacy

Inspire Customer Success Across Company

• Create company-wide culture of Customer Success spirit
• Align with Marketing around marketing to existing clients
• Align with Product around driving product roadmap
• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
• Align with Executive Team around key metrics and objectives
• Create company-wide customer feedback loop

Your Profile:

• Career starter or young professional with 1-5 years experience in customer success management or account management. Professional services experience is a plus.
• knowledge of customer success metrics
• distinctive communication and interpersonal skills that inspire and motivate your colleagues and customers
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
• Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
• Willing and able to address escalated client issues with speed and urgency
• Fluent in English, French would be desirable

Your personality – Be a part of our relentless pioneer strategy:

• Comfort working in highly flexible, entrepreneurial environment
• Strong ability to establish priorities and make decisions
• Dynamic and inspiring personality, high energy level & willingness to perform, positive charisma, distinct enthusiasm
• High service mentality and excellent communication skills to quickly build trusting relationships
• Working method is characterised by structure, pragmatism and reliability

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.