Customer Success Manager

Job Title: Senior Customer Success Manager
Department: Customer Success
Location: Remote
Reports to: Manager of Customer Success
Role Purpose / Objective
The Senior Customer Success Manager is responsible for building strong relationships with strategic customers, ensuring successful adoption of our solutions, driving customer satisfaction and retention, and contributing to expansion opportunities.
You will act as a trusted advisor to key stakeholders, aligning our solutions with their business goals and delivering measurable value.
Key Responsibilities

• Own and manage a portfolio of high-value strategic accounts.
• Serve as the primary point of contact post-sale, ensuring successful onboarding, product adoption, and ongoing satisfaction.
• Proactively identify risks, upsell opportunities, and expansion paths within accounts.
• Conduct regular QBRs (Quarterly Business Reviews) to communicate progress and ROI to customer stakeholders.
• Collaborate cross-functionally with Sales, Product, Support, and Marketing to advocate for customer needs.
• Leverage data and insights to drive customer outcomes and optimize the customer journey.

Skills & Competencies

• Exceptional relationship-building and communication skills (written & verbal)
• Strong business acumen and ability to align technology with business goals
• Data-driven mindset; proficient with CRM (e.g., Salesforce), CSM platforms (e.g. Rocketlane), analytics tools
• Proven ability to handle complex customers and executive stakeholders
• Conflict resolution, negotiation, and expectation management skills
• Strategic thinking with a customer-first mentality

Qualifications

• 4-7 years of Customer Success, Account Management, or Strategic Consulting experience, ideally in a SaaS or tech environment
• Experience managing high-ACV accounts
• Familiarity with success planning, adoption strategies and retention/upsell strategies
• Prior experience managing government accounts is considered advantageous
• Fluent Japanese-speaking skills would be preferred strongly.

About us: Accuris, a company long-known for accelerating innovation in engineering workflows and supporting the vibrancy of the engineering community, launched in May 2023 as a standalone company. Accuris was formerly known as S&P Global's Engineering Solutions division. The Company is valued for its standards content and workflow solutions like Engineering Workbench, Goldfire, Haystack and Parts Management Solutions.
Under its previous owners, including S&P Global, IHS and IHS Markit, Accuris has been an integral part of the engineering ecosystem for more than 60 years.
About Company Statement:
Accuris delivers essential intelligence that powers decision making. We provide the world's leading organizations with the right data, connected technologies and expertise they need to move ahead. We think differently, combining the knowledge and resources of an established company with the unapologetic boldness of a startup. https://accuristech.com/
Our mission: build an evolvable knowledge and data platform that enables STEM professionals to unlock and deliver innovation to the world's most complex problems.
Accuris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.