Senior Customer Success Manager

PCS Software, Inc.•Houston, TX

17h•Remote

About The Position

As a Senior Customer Success Manager at PCS Software, you will serve as a strategic partner and trusted advisor to our Enterprise-tier customers. You will manage a portfolio of approximately 25+ high-value accounts and be responsible for driving customer success, maximizing value realization, and ensuring long-term retention and growth. This is a high-touch, relationship-driven role requiring executive presence, strategic thinking, and deep industry expertise in the transportation and logistics sector. You will conduct monthly operational meetings, semi-annual in-person Quarterly Business Reviews, proactive renewal management, and custom success planning. Your ability to build executive-level relationships and deliver measurable business outcomes will be critical to success in this role.

Requirements

Minimum of 7+ years of experience in Customer Success, Account Management, or Strategic Account Management in a B2B SaaS environment.
Strong preference for candidates with 5+ years of experience managing Enterprise accounts (large organizations with complex needs).
Experience in the transportation, logistics, or supply chain industry is strongly preferred.
Proven track record of managing high-value accounts, achieving retention targets (>95%), and driving expansion revenue.
Bachelor's degree in Business, Marketing, STEM, or related field required.
Executive presence and ability to build relationships with C-level and VP-level stakeholders.
Strategic thinking with the ability to align customer goals to PCS product capabilities and drive measurable business outcomes.
Exceptional communication skills (oral and written) with the ability to present complex data and insights to executive audiences.
Strong business acumen and ability to articulate ROI, value realization, and business impact to customers.
Negotiation and contract management skills with experience managing complex renewals and pricing discussions.
Strong project management and organizational skills with the ability to manage multiple accounts and initiatives simultaneously.
Ability to build trust and serve as an industry advisor and thought partner to customers.
Proactive, self-motivated, and persistent with a high 'Do/Say' ratio and commitment to delivering results.
Proficiency in Salesforce or other CRM platforms for account management, pipeline tracking, and reporting.
Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for data analysis and executive 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 and call center platforms.
Ability to analyze customer data, health scores, and usage metrics to identify trends and opportunities.
Ability to travel for in-person customer meetings, trade shows, and partner events.
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 and the ability to indirectly influence and manage stakeholders are essential.
Social media savvy and ability to represent PCS professionally in industry forums and events.

Responsibilities

Strategic Partnership & Executive Engagement:
Function as a strategic business advisor and trusted partner to C-level and VP-level stakeholders within your assigned Enterprise accounts.
Set strategic direction for customer's use of PCS Software to address business challenges via best practices and a consultative approach.
Build and maintain deep, long-term relationships with key decision-makers and influencers across the customer organization.
Facilitate setting measurable business outcomes and success criteria with customers aligned to their operational and financial goals.
Hold customer and PCS accountable to delivering against goals and measurements of success through regular tracking and reporting.
Customer Engagement & Business Reviews:
Conduct monthly operational health check meetings (12 per year) to monitor platform adoption, usage trends, and customer satisfaction.
Deliver two comprehensive Quarterly Business Reviews (QBRs) annually—one at 8 months before renewal and one at 2 months before renewal—preferably in-person at customer sites.
Present data-driven insights, ROI analysis, and strategic recommendations during business reviews to demonstrate value and identify expansion opportunities.
Participate in monthly internal health reviews with the Customer Success team to proactively identify risks and opportunities across your portfolio.
Renewal Management & Revenue Growth:
Own and manage the renewal process for all Enterprise accounts with proactive negotiation and contract management.
Achieve annual retention targets of greater than 95% for Enterprise accounts and contribute to Net Revenue Retention (NRR) targets of greater than 105%.
Identify and drive expansion revenue opportunities through upsells and cross-sells aligned to customer business needs.
Develop and execute detailed account management plans to achieve revenue targets and maximize customer lifetime value.
Risk Management & Issue Resolution:
Proactively identify opportunities and risks within customer organizations and present recommendations and solutions to mitigate churn.
Escalate at-risk customers to leadership and collaborate cross-functionally to resolve complex issues in a timely manner.
Serve as the escalation point for critical customer concerns, ensuring white-glove service and rapid resolution.
Monitor customer health scores and proactively intervene when health drops or usage trends indicate potential risk.
Product Expertise & Customer Education:
Remain an expert on PCS Software TMS product features, updates, and roadmap to effectively educate customers on platform capabilities.
Recommend best practice use cases based on deep understanding of customer's business, operational workflows, and success criteria.
Provide training, education, and documentation to drive long-term customer success and platform adoption.
Function as a subject matter expert in both the transportation/logistics industry and PCS Software solution offerings.
Cross-Functional Collaboration:
Collaborate closely with Sales, Implementation, Support, Product, and Training teams to ensure seamless customer experience and delivery.
Provide customer feedback to Product and Engineering teams to inform product roadmap and feature development.
Work with Implementation teams during customer onboarding to ensure smooth transitions and successful go-lives.
Participate in quarterly business reviews with Sales and Customer Success leadership, presenting account plans and accomplishments using PowerPoint presentations and Excel spreadsheets.