Senior Customer Success Manager - ERP - Remote

Overview

The Senior Customer Service Manager (CSM) role at QAD is critical for revenue retention and growth within the existing customer base. The role involves driving use case adoption and demonstrating business value across the customer lifecycle.

In Short

• Serve a selected group of customers as part of a cross-functional account team.
• Guide the full-lifecycle customer journey with QAD solutions.
• Build trusted advisor relationships with executive sponsors and key stakeholders.
• Monitor health scores and usage data to proactively address account risk.
• Meet revenue goals and customer engagement targets.
• Conduct Strategic Business Reviews in collaboration with the account team.
• Maintain required customer data in QAD systems of record.
• Support deal execution as needed.
• Develop technical and business expertise in QAD’s products.
• Contribute to or lead internal GTM process improvement initiatives.

Requirements

• Bachelor’s or Master's degree with 8+ years of related experience.
• Demonstrated success supporting enterprise-level software accounts.
• Strong communication, presentation, and relationship-building skills.
• Data-driven approach to customer health metrics.
• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred).
• Subject matter expertise in ERP product domains.
• Secondary European language fluency (French, German) is a plus.

Benefits

• Flexible hours based on customer needs.
• Remote work environment.
• Opportunities for professional growth.
• Inclusive workplace culture.
• Equal Opportunity Employer.