Customer Success Manager

PCMI•Park Ridge, IL

5d•Hybrid

About The Position

The Customer Success Manager will be the overall owner of the holistic customer relationship and experience, for a given set of assigned customers. This role will be responsible for aggregate service delivery to assigned clients, ensuring that their tactical and strategic experience with PCMI is positive. The CSM will be responsible for revenue retention and growth; this will include mitigating churn, identifying upsell opportunities, managing billing logistics, and ensuring overall customer satisfaction. Finally, the CSM will be responsible for understanding assigned customers’ needs from both a business and technical perspective, ensuring successful alignment between our solutions and customer requirements. A key activity in this role will include translating client needs into comprehensive written documentation when warranted, including preliminary Business Requirement Documents (BRDs), to facilitate clear communication and execution across teams.

Requirements

Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
3+ years industry experience, with a strong understanding of industry workflows and best practices.
3+ years of experience in a Customer Success, Strategic Account Management, Business Analyst, or a similarly themed client-facing role.
Strong understanding of business process analysis and technical solutioning.
Experience creating and managing Business Requirement Documents (BRDs).
Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
Proficiency in project management tools and documentation software (e.g., Jira, Confluence, Microsoft Office, etc.).
Ability to leverage AI-powered tools to automate routine tasks, analyze customer data, and generate actionable insights.
Experience integrating AI solutions into existing workflows to enhance team productivity and customer engagement.
Strong aptitude for evaluating and adopting emerging AI technologies to streamline processes and drive innovation.
Ability to identify opportunities for AI adoption and lead initiatives to upskill teams on the effective use of AI tools.

Responsibilities

Act as a primary liaison between clients and internal teams.
Serve as a trusted advisor, ensuring customer success and retention.
Work closely with sales and product teams to drive revenue growth through value-added offerings.
Actively measure and manage client health and operational KPIs.
Manage monthly billing process including comparing actual hours spent compared to estimated hours and SOW.
Review release notes with client and provide an impact analysis for including any potential impacts to client workflows, integrations, or reports.
Work closely with internal solutions engineering and product teams to ensure feasibility and alignment.
Act as a subject matter expert (SME) in bridging business requirements with technical implementation.
Support clients throughout the solution implementation process.
Troubleshoot issues, provide recommendations, and ensure successful delivery of client requirements.