Customer Success Manager

Remote, Reports to Director of Customer SuccessJob OverviewSpecright is looking for a Customer Success Manager (CSM) to drive long-term success for our customers, reduce churn, and surface expansion opportunities. As a CSM, you will be the primary relationship manager post-implementation, working cross-functionally to ensure customer satisfaction, optimize adoption of our platform, and identify growth opportunities. The ideal candidate is passionate about delivering excellent customer outcomes and confident in managing both technical and strategic conversations.About SpecrightSpecright is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, Specright helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. Specright serves customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, Specright was named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, had three executives honored as Supply & Demand Chain Executive Pros to Know in 2023 and won Food Logistics' 2022 Top Software & Technology Provider award. For more information, visit: www.specright.com.About The RoleCustomer Advocacy & Relationship ManagementAct as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewalEngage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as neededServe as a trusted advisor, aligning platform usage to customers' strategic goalsLead proactive outreach and cadence calls to monitor satisfaction and adoptionExecute robust, data rich Quarterly Business Reviews Execute timely weekly and/or monthly customer check-insCustomer Adoption & EngagementMonitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journeyDrive usage of Specright features, ensuring customers get the most valueAbility to demonstrate any/all aspects of the standard Specright platform when needed by your AM partner or your customer to answer questionsAnalyze customer usage metrics and health scores to identify risks or expansion opportunitiesCross-Functional CollaborationProvide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicableYour key business partner within Specright will be the Account Manager, who will be responsible for managing a set of Specright customer's business relationshipsProvide customer feedback to influence product roadmap decisionsExpansion & RetentionLead, manage and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services and Sales OperationsIdentify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)Support contract renewal planning and customer lifecycle managementDefine and execute data-focused plays that align with customer goals and KPIsAbout You5+ years of customer-facing SaaS experience in Customer Success, Account Management, or related rolesYou are well versed in product capabilities and how they align to business valueExperience in manufacturing, consumer goods, packaging, or supply chain preferredStrong customer advocacy mindset and ability to navigate complex organizationsExcellent communication, relationship-building, and presentation skillsProblem-solving mindset with the ability to manage technical and strategic conversationsExperience with Salesforce and other customer success toolsBA/BS degree requiredYour typical day might includeMeeting with key project owners at our key accountsPerforming KYC activitiesBeing the driving force behind several concurrent implementationsLeading Specification Management consulting and best practices sessionsDefining and documenting adoption and expansion strategies for your customer portfolioProviding input to the Specright product roadmap based on feedback from customersInteraction with just about all teams at Specright-- sales, ENG, marketing, product, dataUpdating Salesforce Customer Success data for reporting, dashboards and Specright leadership on a regular cadenceTravel to customer premises required from time to timeCompensationCompetitive salary commensurate with experienceEquity participationFull benefits package that includes health, life, dental, 401k, etc.