Customer Success Manager (US)

Parsec Automation • Anaheim, CA

2d • Hybrid

About The Position

Parsec Automation, LLC (Parsec) is a leading provider of manufacturing operations management software, recognized by industry analysts and award-winning for its innovation. Their TrakSYS™ platform is used by major global companies to optimize efficiency, quality, and compliance in manufacturing operations. Parsec is backed by BVP Forge, a fund associated with the Bessemer platform. As Parsec's customer base and recurring revenue grow, they are expanding their Customer Success organization. The Customer Success Manager (US) will be responsible for driving customer retention, expansion, and value realization for their assigned North American accounts. This role involves building long-term partnerships and ensuring customers achieve measurable business outcomes with TrakSYS. The ideal candidate will have strong enterprise account management experience, commercial acumen, and the ability to work effectively with Sales, Professional Services, Product, and Support teams in complex customer environments.

Requirements

• 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise software.
• Experience managing complex enterprise accounts with $250K+ ARR.
• Demonstrated success identifying growth opportunities and collaborating cross-functionally.
• Strong understanding of recurring revenue models and customer retention strategies.
• Excellent communication skills with strong executive presence.
• Ability to manage multiple complex customer relationships simultaneously.
• Strong analytical and organizational skills with a data-driven mindset.
• Experience leveraging AI tools for research and day-to-day productivity.
• Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams.

Nice To Haves

• Experience in manufacturing technology, industrial automation, or MES/MOM software.
• Familiarity with multi-site enterprise deployments.
• Experience supporting strategic manufacturing customers in highly operational environments.

Responsibilities

• Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts.
• Proactively monitor customer health scores and identify potential risks.
• Support executive alignment and customer engagement ahead of renewal cycles.
• Identify and help qualify expansion opportunities including new sites, capabilities, and services.
• Partner closely with Sales on account planning and expansion initiatives.
• Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio.
• Ensure customers achieve defined operational and business outcomes from their TrakSYS investment.
• Track adoption, usage, and value realization metrics.
• Support Value Realization Index (VRI) initiatives and reporting.
• Lead structured customer business reviews, including QBRs and executive-level engagements.
• Build strong multi-level relationships across customer organizations.
• Act as a trusted advisor and strategic partner to assigned accounts.
• Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts.
• Maintain account health visibility and escalation coordination.
• Partner cross-functionally to support customer initiatives and issue resolution.
• Adhere to established Customer Success processes while contributing to ongoing process improvements.

Benefits

• Competitive base salary and bonus opportunity
• 100% employer-paid medical, dental, and vision coverage
• 401(k) with company match
• Generous PTO and company holidays
• Flexible hybrid work environment
• Opportunity to work with leading global manufacturers and cutting-edge manufacturing technology
• Collaborative and growth-oriented company culture backed by a leading private equity platform

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed