Customer Success Manager

Job Description
Pricefx is the global leader in enterprise pricing intelligence. We help the world's largest companies find and recover hidden margin, govern pricing decisions at scale, and turn insight into action across every deal, product, and customer.
Most companies make hundreds of thousands, or even millions, of pricing decisions every year, and small mistakes quietly drain millions in margin.
Pricefx helps companies find that hidden margin fast. Our Agents quickly identify where they're losing money or missing growth opportunities and connect those actions to core price management and quote-to-cash processes to optimize value capture at scale.
Our product vision is: Every Deal. Priced Right. Every Time.
Your mission?
In this role, you will help customers maximize the value of our SaaS pricing and revenue optimization solution by guiding them through onboarding, driving product adoption, supporting retention efforts, identifying growth opportunities, fostering customer advocacy, and maintaining operational excellence.
You should be passionate about helping customers achieve business outcomes, enjoy building relationships, and be eager to develop expertise in SaaS technology, pricing strategy, and customer success.
You will be in charge of...
Customer Onboarding & Time-to-Value

• Partner with new customers to ensure successful implementation and onboarding of the subscribed capabilities
• Leverage customer discovery sessions to understand business objectives, pricing challenges, and success metrics
• Identify and encourage product training and educational resources to accelerate customer adoption and value realization
• Collaborate with implementation partner, product, and support teams to ensure seamless customer experience

Product Adoption & Customer Engagement

• Proactively monitor customer usage and engagement trends to encourage solution adoption
• Conduct cadenced alignments, top-to-tops, business reviews, and value sessions with customers
• Educate users on best practices, product capabilities, and new feature releases
• Identify opportunities to improve customer workflows and business outcomes through solution utilization

Customer Retention & Relationship Management

• Build trusted relationships with customer stakeholders and serve as their primary point of contact
• Monitor customer health indicators and proactively address risks that could impact customer satisfaction or renewal
• Resolve customer concerns by partnering with cross-functional teams to deliver effective solutions
• Support customer renewal efforts by demonstrating business value and measurable outcomes

Account Growth & Expansion

• Identify opportunities for upselling and cross-selling additional products or services capabilities
• Partner with Sales teams to support expansion conversations
• Leverage customer goals and business needs to uncover future growth opportunities
• Create realized value statements as a baseline for revenue retention and account growth strategies

Customer Advocacy & Voice of the Customer

• Gather customer feedback and communicate insights to Product, Engineering, and Leadership teams
• Encourage participation in customer advocacy programs such as customer and prospect reference programs, case studies, webinars, and testimonials
• Promote customer success stories and best practices across the customer community
• Act as an advocate for customers while balancing business objectives

Operational Excellence & Data-Driven Success

• Maintain accurate customer records, engagement history, and success plans within Salesforce as one source of truth
• Track key performance indicators, including adoption, customer health, retention, and satisfaction metrics
• Analyze customer data to identify trends, opportunities, and areas for improvement
• Contribute to process improvements that enhance customer experience and team efficiency

What should you have to succeed?

• Bachelor's degree in Business, Communications, Marketing, Technology, or a related field preferred.
• Minimum 5 years of experience in customer success, account management, sales, SaaS, or customer-facing roles.
• Strong communication, presentation, and relationship-building skills.
• Analytical mindset with the ability to interpret customer data and business metrics.
• Commercial Aptitude
• Ability to manage multiple priorities in a fast-paced environment with minimal supervision
• Experience with Microsoft Office Suite, CRM platforms such as Salesforce, HubSpot, and Groove, and AI LLMs
• Passion for helping customers achieve measurable business outcomes.

Success Metrics

• Customer onboarding completion and time-to-value < 6 months
• Customer retention and renewal rates of > 98% Gross Revenue Retention
• Expansion revenue opportunities identified and closed to achieve>110% Net Revenue Retention
• Customer satisfaction (CSAT) and Net Promoter Score (NPS) > 45
• Customer advocacy and reference participation >90%
• Product adoption and engagement rates

Location

• Remote Opportunity: in a metropolitan city with access to a major airport

Other job specifics...

• Full-time employment
• Ability to travel domestically and internationally up to 20%

What will you love about us?
Our people appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor & Atmoskop scores and reviews.
We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, we offer free (sick) days, your birthday, and CSR days off. Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges. Pricefx is also an environment where diversity, equity, and inclusion are supported and respected. This is why we are proud members of the Pride Business Forum and ensure fairness in the Gender Pay Gap .
We're also proud to offer some amazing benefits.

• Bring your own device (BYOD) - Monthly $260 IT allowance (laptop, mobile, and internet)
• 401K contribution dollar for dollar up to 4%, and your contributions are vested immediately
• 20 vacation days, 3 free (sick days), 15 public holidays, and 1 additional day off during your birthday month
• Sabbatical program after 5 years of service
• Robust healthcare, dental, and vision coverage with ADP
• 16 weeks of 100% paid maternity leave with a new baby bonus
• Holiday and Referral bonuses

Compensation
The base salary range for this role is $115,000-$140,000 per year, with actual pay determined by experience, skills, and location. This role is also eligible for variable pay targeted at 25% of base salary, with actual payout to be determined in accordance with then-current variable pay policy(ies).
Pricefx is committed to ensuring competitive and equitable compensation practices, including with respect to pay transparency. We are an equal opportunity employer and do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.
By applying, I confirm that I acknowledge and understand how Pricefx processes my personal data as per information in GDPR for Candidates .
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