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 areseekinga strategic, relationship-focused Customer Success / Account Manager to serve as a trusted advisor for our clients throughout their customer lifecycle. This roleis responsible fordriving 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 proactivelyidentifyrisks, opportunities, and expansion potential within assigned accounts.

Key Responsibilities

Customer Relationship Management

Serve as the primary point of contact for assigned customer accounts

Build andmaintainstrong 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

Monitoraccounthealth indicators includingutilization, adoption, satisfaction, and risk signals

Develop success plans and remediation strategies for at-risk accounts

Coordinate onboarding, training, and customer enablement activities

Ensuretimelyresolution and escalation of customer concerns when necessary

Account Growth & Revenue Management

Identifyopportunities forupsell, cross-sell, renewals, and expanded services

Partner with sales and professional services teams to positionadditionalsolutions aligned to customer needs

Support contract renewals and commercial discussions

Maintainaccurateaccount 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 degreerequired

SAP Business One Certification–Sales

Travelup 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 andutilizationmetrics

Expansion revenue and account growth

Time-to-value and onboarding success rates

What Success Looks Like

Customers view you as a trusted strategic advisor

Risksand potential escalationsareidentifiedearly and proactively managed

Clients achieve measurable business outcomes and remain engaged long-term

Internal teams are aligned around customer priorities and success plans

Account portfoliosdemonstratestrong retention, growth, and customer satisfaction results

Originally posted on Himalayas