Customer Success Manager

About Advantive

At Advantive, we make purpose-built software for specialty manufacturing and distribution businesses that streamline complex processes, optimize operations visibility and throughput, and drive improved quality, profitability, and revenue growth. Deeply embedded in our customers' businesses, Advantive's software solutions add value along the full manufacturing and distribution lifecycle.

Our customers, who include corrugated and packaging manufacturers, equipment and supply wholesale distributors, and automotive and other specialty manufacturers, benefit from our solutions that have been honed over decades in the marketplace. We know our customers' businesses intimately and deliver software to address their needs.

Why this role is critical

The Customer Success Manager (CSM) serves as the commercial owner and strategic advisor for a portfolio of customer accounts. Working alongside Technical Account Managers (TAMs), the CSM forms one of the two core pillars of Advantive's account coverage model, with shared responsibility for customer health, retention, value realization, and long-term growth.

Success in this role requires building trusted customer relationships, proactively identifying business risks and opportunities, and ensuring customers realize measurable value from their investment in Advantive's software and services. The CSM helps customers achieve their business objectives while driving renewals, expansion opportunities, and long-term partnership.

Strong programmatic customer success skills are essential, with the ability to manage a high-volume account portfolio while still delivering a personalized experience that makes each customer feel understood, heard, and supported.

What you will do

• Manage a portfolio of global customer accounts, driving customer success, renewals, annual price increases, retention, and expansion opportunities.
  Develop trusted relationships with customer stakeholders and serve as their strategic business advisor.
• Own end-to-end renewal execution, including renewal planning, pricing coordination, contract management, billing coordination, and commercial negotiations.
• Build and execute customer success plans that align Advantive solutions with customer business objectives.
• Proactively identify customer risks, adoption challenges, and growth opportunities, developing mitigation and success plans where needed.
• Lead Executive Business Reviews and value discussions that demonstrate ROI, business outcomes, and future opportunities.
• Collaborate closely with Technical Account Managers, Professional Services, Product Management, Support, and Sales to deliver an exceptional customer experience.
• Serve as the primary commercial point of contact for assigned customers.
• Monitor customer health, product adoption, usage trends, and satisfaction.
• Maintain accurate Salesforce data, forecasts, customer activities, opportunities, and renewal pipelines.
• Partner with Renewals Processing to ensure timely, accurate renewal quotes and contract execution.
• Navigate customer concerns and execute customer retention strategies.
• Provide customers with product education and best-practice guidance while partnering with TAMs for technical discussions.
• Distinguish between commercial matters, routine inquiries, and technical escalations.

• Own technical system health, product performance, or operational environments (owned by the Technical Account Manager).
• Act as a dedicated project manager for implementations or professional services engagements.
• Deliver custom consulting, workflow configuration, or software development services outside established offerings.
• Commit product roadmap items on behalf of Product Management.
• Serve as an embedded customer resource or attend every customer meeting.
• Function as first-line product support for complex technical issues.

AI & Driving Innovation

You will be required to leverage AI-powered tools and automation to improve efficiency, customer engagement, and decision-making. This role is responsible for:

• Identify opportunities where AI and automation can improve customer outcomes, drive adoption, and support long-term retention and growth.
  Partner with Product, Sales, Marketing, and Customer Success leadership to promote adoption of strategic platform capabilities and deliver measurable customer value.
• Staying current on Advantive's AI strategy, Advantive ONE capabilities, and emerging innovations. Helping customers understand, adopt, and expand their use of Advantive ONE, including AI-powered capabilities such as AIVA, predictive insights, and intelligent workflows.
• Creating impact through strong programmatic customer success / management.
• Manage a large portfolio of accounts, yet deliver a tailored, appropriate experience, where the customer feels understood and heard, and supported.

Competencies

• Customer-centric relationship management
• Manage a sizable, geographically dispersed customer base spanning multiple cohorts
• Strategic account planning and value realization
• Commercial acumen and negotiation skills
• Proactive risk identification and mitigation
• Strong analytical and data-driven decision making
• Disciplined execution and organizational excellence
• Executive communication and stakeholder management
• Cross-functional collaboration and influence
• AI fluency and technology adoption
• Problem solving and sound business judgment

Qualifications

• Bachelor's degree required.
• 3+ years' experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
• Demonstrated success managing a high-volume portfolio of customer accounts while achieving renewal and retention targets.
• Experience with Salesforce CRM and customer success technologies.
• Strong commercial, communication, negotiation, and stakeholder management skills.
• Experience supporting manufacturing, distribution, ERP, MES, or enterprise software customers is preferred.
• Travel expected: <25%.
• Office requirement: 4 days per week.