Customer Success / Account Manager

Softengine, Inc. is your trusted ERP partner, pioneering a truly client-first approach to business technology. With over two decades of world-class expertise, we proudly hold the distinction of being an SAP Business One Premier Partner and an Acumatica Cloud ERP Gold Partner. Mission and Vision Our mission at Softengine is short, sweet, and directly to the point. It is to Make Business Simple. Our Core Values: Collaborative Driven Transparent Innovative Customer Centric We are seeking a strategic, relationship-focused Customer Success / Account Manager to serve as a trusted advisor for our clients throughout their customer lifecycle. This role is responsible for driving customer satisfaction, adoption, retention, and growth by ensuring clients achieve measurable business outcomes from their investment in our solutions and services. The ideal candidate combines strong relationship management skills with operational discipline, executive communication, and the ability to proactively identify risks, opportunities, and expansion potential within assigned accounts. Key Responsibilities Customer Relationship Management 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  Customer Success & Retention 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  Account Growth & Revenue Management 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  Operational Excellence 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  Qualifications 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 Travel up to 15%  Preferred Experience 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  Success Metrics Customer retention and renewal rates  Net Revenue Retention (NRR)  Customer Satisfaction (CSAT) and/or Net Promoter Score (NPS)  Product adoption and utilization metrics  Expansion revenue and account growth  Time-to-value and onboarding success rates  What Success Looks Like Customers view you as a trusted strategic advisor  Risks and potential escalations are identified early and proactively managed  Clients achieve measurable business outcomes and remain engaged long-term  Internal teams are aligned around customer priorities and success plans  Account portfolios demonstrate strong retention, growth, and customer satisfaction results Locations: Remote