Role Overview
As a Customer Success Manager (CSM) at Aras, you will play a pivotal role in ensuring our customers achieve maximum value from their investment in Aras Innovator. This is a technically focused, customer-facing role ideal for individuals with a background in engineering, product design, or Product Lifecycle Management (PLM). You will work closely with internal Aras teams and customer sponsors to drive post-sales adoption, consult on technical best practices, and support strategic growth initiatives. This role will focus on supporting large, multi-level enterprise subscribers.
Key Responsibilities
- Subscriber Adoption: Guide customers through successful onboarding and adoption of Aras Innovator, leveraging your industry and enterprise application knowledge.
- Technical Coaching: Provide best practice coaching on PLM and Aras Innovator usage, including periodic health checks and performance benchmarks.
- Escalation Management: Lead Get Well Plans and coordinate with support teams to resolve technical issues and restore customer satisfaction.
- Renewals & Expansion: Collaborate with Sales to identify and nurture renewal and upsell opportunities, ensuring long-term customer success.
- Cross-Functional Coordination: Act as a liaison across Aras teams (e.g., Product, Engineering, Support) to align on customer goals and deliver integrated solutions.
- Tool & Process Development: Contribute to the development of internal tools, templates, and processes that enhance the customer experience.
Qualifications
- 5-7+ years of experience in customer success, technical account management, or solution consulting, preferably in PLM or enterprise software.
- Strong understanding of PLM, CAD, or engineering design methodologies.
- Strong technical acumen and problem solving skills.
- Familiarity with CAD tools and engineering design principles.
- Excellent communication and relationship-building skills.
- Skilled in managing escalations and coordinating cross-functional resolutions.
- Comfortable working independently and in fast-paced, collaborative environments.
- Willingness to travel up to 25%.
Preferred
- Background in engineering, product development, or enterprise software implementation.
- Experience working with global teams and enterprise customers.
***Applicants must be authorized to work in the United States
Compensation for the role will be commensurate with experience. The total expected base salary range will be between $140,000-$160,000. This position is also bonus eligible.
- Flexible paid time off to recharge when you need it, plus company-paid holidays and a dedicated Global Wellness Day.
- A 401(k) plan with company match to help you invest in your future.
- Robust health coverage, including generous medical, dental, and vision insurance with high premium contributions and deductible reimbursement.
- Company-paid life insurance, as well as short- and long-term disability coverage for added peace of mind.
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