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About the Role

Centric Software is seeking an experienced Customer Success Manager to support and grow Mid-Market and Large customers across our North American market, ideally based in or near New York City. In this role, you will manage executive relationships, drive adoption, protect renewals, and identify strategic growth opportunities across key customer accounts. You will partner closely with senior stakeholders to ensure Centric PLM solutions deliver measurable business value at scale.

Responsibilities

Build and manage trusted relationships with senior stakeholders, executive sponsors, operational leaders, and system owners across enterprise accounts.
Serve as a strategic advisor to customers, helping align Centric PLM solutions with broader business transformation goals.
Develop a deep understanding of each customer’s business structure, brands, regions, workflows, and strategic initiatives.
Maintain multi-threaded relationships across merchandising, design, product development, sourcing, IT, operations, and executive teams.
Lead regular executive check-ins, strategic account reviews, and business reviews.
Own and manage the renewal strategy for assigned enterprise accounts.
Build proactive renewal plans well in advance of contract deadlines.
Identify commercial, adoption, stakeholder, or operational risks that may affect retention.
Coordinate internal action plans to address risks and protect long-term account value.
Partner with Sales and leadership on renewal negotiations, account positioning, and executive alignment.
Maintain accurate renewal forecasts, account plans, risk assessments, and stakeholder maps.
Identify expansion opportunities across business units, brands, regions, departments, and solution areas.
Partner with Sales to develop and execute account growth strategies.
Position additional Centric solutions based on customer maturity, strategic initiatives, and business needs.
Support upsell and cross-sell motions by connecting customer challenges to measurable value.
Help expand Centric’s role from a functional solution provider to a strategic enterprise platform partner.
Drive enterprise-wide adoption and value realization across large, complex customer environments.
Monitor solution usage, engagement, stakeholder alignment, support trends, and business outcomes.
Work with customers to define success criteria, adoption goals, and value milestones.
Partner with Professional Services and Support to ensure customer issues are addressed with urgency and clarity.
Identify opportunities to improve process maturity, solution utilization, and long-term ROI.
Lead structured business reviews that demonstrate realized value and future opportunity.
Act as the voice of the enterprise customer within Centric.
Provide strategic feedback to Product, Services, Support, and leadership teams.
Identify reference, case study, speaking, and advisory opportunities with satisfied customers.
Support executive sponsor programs and customer advisory engagement where appropriate.
Escalate customer needs internally with clear business context, urgency, and recommended next steps.
Maintain detailed account plans for each strategic customer.
Map key stakeholders, business priorities, renewal timelines, adoption risks, and expansion opportunities.
Coordinate closely with Sales, Services, Support, Product, and leadership to deliver a unified customer strategy.
Lead internal account reviews and ensure cross-functional teams are aligned on customer objectives.
Provide visibility into account health, risk, growth potential, and executive engagement needs.

Requirements

6+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role.
Proven experience managing enterprise SaaS or enterprise software customers.
Demonstrated success owning renewals, reducing churn risk, and supporting expansion within large accounts.
Strong executive presence with the ability to engage senior leaders and business stakeholders.
Experience managing complex, multi-stakeholder enterprise relationships.
Strong commercial acumen and ability to partner effectively with Sales on renewals and growth opportunities.
Ability to translate technical capabilities into business outcomes and measurable value.
Skilled at interpreting account health metrics, adoption data, support trends, and customer sentiment.
Strong presentation, negotiation, communication, and problem-solving skills.
Experience with PLM, retail technology, ERP, supply chain, merchandising, planning, sourcing, or product development software is preferred.
Experience in fashion, apparel, footwear, luxury, consumer goods, merchandising, buying, planning, or product development is a strong plus.
Ability to travel regularly for customer meetings, executive business reviews, industry events, and internal meetings.

Skills

Customer Success
Strategic Account Management
Enterprise Account Management
SaaS
Enterprise Software
Renewals
Churn Reduction
Account Expansion
Executive Engagement
Commercial Acumen
Sales Partnership
Technical Translation
Business Outcomes
Value Realization
Account Health Metrics
Adoption Data Analysis
Support Trend Analysis
Customer Sentiment Analysis
Presentation Skills
Negotiation Skills
Communication Skills
Problem-Solving Skills
PLM
Retail Technology
ERP
Supply Chain Management
Merchandising
Planning
Sourcing
Product Development Software
Fashion Industry
Apparel Industry
Footwear Industry
Luxury Goods Industry
Consumer Goods Industry
Buying
Planning
Product Development

Location

North America
New York City area preferred

Work Type

Full-time

Experience Level

6+ years of experience

About the Company

Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes.
We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products.
Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market.
Our story is one of rapid growth, bold ideas and extraordinary opportunities.
We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same.
No matter where you are in the world, this is your chance to be part of something exceptional.

Equal Opportunity

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.