QAD, Inc. is hiring a Customer Success Manager

QAD, Inc. is seeking a Customer Success Manager (CSM) to join our Go-To-Market organization. In this critical role, you will focus on revenue retention and growth within our existing customer base, driving use case adoption and business value demonstration across the entire customer lifecycle.

What You'll Do

• Serve a selected group of customers as part of a cross-functional account team
• Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward
• Build trusted advisor relationships with executive sponsors and key stakeholders
• Monitor health scores, usage data and other KPIs to proactively address account risk
• Demonstrate ability to meet revenue goals and customer engagement targets
• Conduct Strategic Business Reviews in collaboration with the account team
• Maintain required customer data in QAD systems of record
• Support deal execution as needed, including customers procurement group
• Responsible for “Customer Journey” artifact development, maintenance, and delivery
• Develop technical and business expertise in QAD’s product and services offerings
• Brief internal stakeholders, including top management, on customer status and issues
• Notify Sales of new leads and opportunities for existing customers
• Apply critical thinking skills to evaluate the implications of analysis results
• Influence team direction and decision-making processes
• Anticipate client needs and proactively suggest solutions or additional services
• Proactively seek opportunities to collaborate with colleagues across different functions
• Contribute to or lead internal GTM process improvement initiatives

What We're Looking For

• Bachelor’s or Master's degree with 2+ years of related experience
• Demonstrated success supporting enterprise-level software accounts
• Strong communication, presentation and relationship-building skills
• Data-driven approach to customer health metrics and usage analytics
• Ability to maintain a positive and professional attitude, even under pressure
• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (i.e. Gainsight)

Nice to Have

• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution
• Secondary European language fluency (French, German)

Technical Stack

• Excel, PowerPoint, Word
• CRM software (Salesforce preferred)
• CS Platform (i.e. Gainsight)

Team & Environment

You will be part of a cross-functional account team.

Work Mode

This role is based in the United Kingdom as a Virtual Office position.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.