Customer Success Manager

About the Role

We are expanding our Customer Success Team and are looking to add a Customer Success Manager! You should apply if you have a proven track record of building strong post-sales relationships & maintaining a successful book of accounts. In this role you will manage the day-to-day needs of your assigned accounts, creating strong relationships with customers, contributing to account growth, and collaborating with internal teams to deliver consistently excellent customer experiences. You'll receive a hands-on onboarding experience, with the expectation that by 90 days you'll be independently managing and owning your portfolio. It should be expected that this role will also entail some travel to customers as business needs arise.

Applicants must be legally authorized to work in the United States. Paccurate does not provide visa sponsorship.

Responsibilities

• Customer Lifecycle Management & Revenue Accountability: Own a dedicated portfolio of roughly 10 to 12 customer accounts, spanning a mix of established customers and new accounts moving through onboarding. Be accountable for Net Revenue Retention (NRR) and ensure the value proposed during pre-sales is successfully realized post-implementation.
• Onboarding & Time-to-Value: Lead customer onboarding and Paccurate platform implementations, from the initial handoff through testing and final go-live. These stretches require hands-on, concentrated support, and a key focus is on reducing time-to-value and driving successful platform adoption.
• Engagement & Satisfaction: Drive consistent customer engagement through regular check-ins, product updates, and business reviews to strengthen Customer Satisfaction (CSAT) and foster long-term loyalty.
• Product Expertise & Training: Serve as a product expert, providing comprehensive training to customers on the Paccurate platform and its full suite of products.
• Issue Resolution & Advocacy: Efficiently oversee and manage customer issue resolution, turning challenges into positive, successful experiences. Act as the internal advocate for customers, translating their needs and feedback into actionable insights for the Product team.
• Growth & Contract Management: Identify and execute on upsell opportunities within the customer base to support NRR goals. Manage all aspects of customer contracts, including renewals and overall retention efforts.

Skills and Experience We're Looking for

• Minimum of 3 years of experience in Customer Success, Technical Account Management, Customer Support, or related customer-facing relationship roles.
• Proven ability to nurture and grow customer relationships through proactive monitoring of customer health, early identification of risks, and anticipation of customer needs.
• Exceptional problem-solving capabilities, including the ability to accurately diagnose complex technical challenges, develop effective solutions, and consistently drive positive customer outcomes.
• A consultative, sales-oriented mindset, with experience identifying, positioning, and closing upsell or expansion opportunities within an existing account base.
• Strong collaborative, interpersonal, and communication skills, necessary for successful cross-functional partnership across all Paccurate teams.
• A strong technical acumen, with the ability to troubleshoot product and integration issues independently.
• Excellent time and project management skills, with the ability to efficiently manage a demanding portfolio of multiple customer accounts, including concentrated, high-touch periods like onboarding and go-live.
• Prior experience in SaaS and/or the supply chain industry.

You'll stand out if...

• You're comfortable using data, analytics, or AI-assisted tools to spot account risk, prioritize upsell timing, or streamline day-to-day workflows.

How We Show Up

At Paccurate, we're a high-impact team where individual ownership matters. We foster a culture where curiosity, growth, and integrity drive everything we do. We encourage team members to challenge themselves, continuously learn, and seek better ways to serve our customers. By operating with purpose and turning challenges into positive outcomes, we create an environment where innovation and results thrive.

Core Values

Grow Together

We foster an environment where people are encouraged to challenge themselves, take risks, and grow. We share the learnings of our failures as eagerly as the impact of our wins, and celebrate each other throughout.

Curiosity Fuels Innovation

We are relentless learners, always questioning how we can improve. We ask questions, seek diverse perspectives, and challenge ourselves to innovate.

Act with Integrity

We do the right thing-even when no one is watching. Honesty and fairness guide every decision we make with our customers, partners, and teammates.

Move with Purpose

We operate with tempo and focus, prioritizing what matters and staying aligned with our goals. Every decision we make is intentional and impact-driven because our customers trust us with their mission-critical operations.

Own It

We take full ownership of our work. We hold ourselves to high standards and don't wait for others to solve problems. We step up, take responsibility, and follow through. We trust our colleagues to do the same.

Benefits

Paccurate offers competitive compensation, equity, comprehensive health benefits, 401K Match, meaningful opportunities for growth and development, as well as the flexibility that comes with WFH.