Customer Success Manager

Job Description

The Customer Service Manager (CSM) role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within our current customer base. The CSM will drive use case adoption and lead business value demonstration across the customer lifecycle, working to increase satisfaction, retention, renewals, references and upsells for their product portfolio. The CSM is expected to interact appropriately with customer personnel at all different levels, from technical contributors to C-suite executives, and leverage appropriate resources inside across QAD functions to maintain overall customer health. Success in this role will be measured and rewarded by key performance metrics including renewal (GRR) and upsell (NRR), customer engagement (NPS, conference attendance, referenceability) and key milestones ( adoption of new products).

Availability and Travel:

Flexible hours that may vary day to day, base...