Customer Success Manager

PCS Software, Inc. • Houston, TX

13h • $70,000 - $80,000 • Hybrid

About The Position

As a Customer Success Manager at PCS Software, you will manage a portfolio of approximately 75+ Mid-Market-tier customers. You will be responsible for driving customer retention, satisfaction, and growth through efficient relationship management at scale. This role requires exceptional time management, the ability to balance multiple accounts simultaneously, and strong responsiveness to customer health triggers.

You will dedicate approximately 10 hours per customer per year, conducting bi-monthly operational meetings, annual business reviews before renewals, and proactive trigger-based outreach. Your ability to efficiently manage 2-3 customer meetings per day while maintaining high-quality relationships will be critical to success in this role.

Requirements

• Minimum of 3-5 years of experience in Customer Success, Account Management, or Customer Support in a B2B SaaS environment.
• Proven ability to manage 60-100 accounts simultaneously with strong organizational and time management skills.
• Experience in the transportation, logistics, or supply chain industry strongly preferred.
• Track record of achieving retention targets and driving customer satisfaction in a scaled environment.
• Bachelor's degree in Business, Marketing, STEM, or related field preferred.
• Exceptional time management and prioritization skills with ability to handle 2-3 customer meetings per day efficiently.
• Strong multitasking ability and comfort managing high account volume without sacrificing quality.
• Excellent communication skills (oral and written) with ability to facilitate effective meetings and build rapport quickly.
• Data-driven mindset with ability to analyze health scores, usage metrics, and identify patterns across multiple accounts.
• Proactive problem-solving skills with ability to identify and respond to customer triggers quickly.
• Strong collaboration skills and ability to work cross-functionally to achieve customer outcomes.
• Self-motivated, resourceful, and persistent with a high 'Do/Say' ratio.
• Adaptability and comfort working in fast-paced environment where priorities change frequently.
• Proficiency in Salesforce or other CRM platforms for account management, activity tracking, and reporting.
• Strong knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for analysis and presentations.
• Familiarity with PCS TMS platform and other internal tools (or ability to quickly learn).
• Basic understanding of AI and emerging technologies in the transportation/logistics space.
• Experience with Zoom or similar video conferencing platforms for virtual meetings.
• Familiarity with project management tools (Monday.com or similar) for task tracking and workflow management.
• Ability to interpret customer health scores, usage data, and trigger alerts to drive action.
• Ability to travel up to 15% of the time as necessary for customer meetings, events, or trade shows.
• This is an individual contributor role, but you will collaborate cross-functionally with Customer Success, Support, Implementation, Product, and Sales teams.
• Solid cross-team collaboration skills are essential to this position.
• This position requires the ability to sit for extended periods, use a computer and telephone, and occasionally lift to twenty-five pounds. This role involves travel up to 15% of the time, which may include walking through airports and navigating client sites. Visual acuity, manual dexterity, and effective verbal communication are essential. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Nice To Haves

• Experience in the transportation, logistics, or supply chain industry strongly preferred.
• Bachelor's degree in Business, Marketing, STEM, or related field preferred.

Responsibilities

• Customer Relationship Management at Scale:
• Manage a portfolio of approximately 75+ Mid-Market accounts with efficiency and excellence, conducting 2-3 customer meetings per day on average.
• Build and maintain strong relationships with key stakeholders across multiple customer organizations simultaneously.
• Develop deep understanding of each customer's business, operational workflows, and success criteria to provide tailored guidance.
• Set strategic direction for customer's use of PCS Software through consultative engagement and best practices sharing.
• Customer Engagement & Business Reviews:
• Conduct bi-monthly operational check-in meetings (6-8 per year) to monitor platform adoption, usage, and satisfaction.
• Deliver one annual business review per customer, scheduled strategically before renewal, to demonstrate value and identify growth opportunities.
• Conduct trigger-based outreach when customer health scores decline or usage patterns indicate potential risk.
• Participate in monthly internal health reviews with the Customer Success team to identify at-risk accounts and expansion opportunities.
• Facilitate quarterly group training sessions and best practices sharing webinars for Mid-Market customers.
• Renewal Management & Revenue Growth:
• Manage contract renewals proactively for all Mid-Market accounts with minimal back-and-forth negotiation.
• Achieve annual retention targets of greater than 90% for Mid-Market accounts and contribute to Net Revenue Retention (NRR) targets of greater than 100%.
• Identify and drive expansion revenue opportunities through upsells and cross-sells where appropriate.
• Execute efficient account management strategies to achieve revenue targets across your portfolio.
• Proactive Health Monitoring & Risk Management:
• Monitor customer health scores and usage metrics daily to identify early warning signs and intervention opportunities.
• Respond quickly to health score triggers (within 5 days for yellow flags, 2 days for red flags) with targeted outreach.
• Proactively escalate at-risk customers to leadership and collaborate cross-functionally to resolve issues.
• Identify opportunities and risks within customer organizations and present recommendations to drive positive outcomes.
• Product Expertise & Customer Education:
• Maintain strong working knowledge of PCS Software TMS product features, updates, and roadmap.
• Recommend best practice use cases based on understanding of customer's business and operational needs.
• Provide training and education to drive long-term customer success and platform adoption.
• Stay current on transportation/logistics industry trends and best practices to provide informed guidance to customers.
• Cross-Functional Collaboration:
• Collaborate with Sales, Implementation, Support, Product, and Training teams to ensure seamless customer experience.
• Provide customer feedback to Product and Engineering teams to inform roadmap and feature development.
• Maintain organized and accurate task lists visible to the CS team, management, and stakeholders.
• Participate in quarterly business reviews with Customer Success leadership, presenting portfolio performance and account plans.

Benefits

• Competitive salary and benefits package.
• PCS offers a comprehensive benefits package consisting of medical, dental, vision, with options to elect disability and life insurance plans, unlimited PTO, hybrid work environment, training, and development opportunities, and up to a 4% match on 401k contributions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level