Customer Success Manager - SMB

About Centric Software: Centric Software® is a global leader, providing an innovative and AI-enabled product-concept-to-commercialization platform for retailers, brands and manufacturers of all sizes. We equip retail, fashion, luxury, footwear, outdoor, home and consumer goods brands with pioneering best-of-breed solutions to plan, design, develop, source, comply, buy, make, price, allocate, sell and replenish products. Our technology powers brands to streamline processes, drive efficiency and operate with confidence in an ever-changing market. Our story is one of rapid growth, bold ideas and extraordinary opportunities. We’re here to challenge the status quo—and we’re looking for brilliant people who want to do the same. No matter where you are in the world, this is your chance to be part of something exceptional. Job Summary; Centric Software is seeking a dynamic, commercially minded Customer Success Manager to support our growing SMB customer base across North America. In this role, you will be responsible for driving customer satisfaction, product adoption, renewals, and expansion within a portfolio of fashion, retail, consumer goods, and related industry customers. You will serve as a trusted partner to customers, helping them maximize value from Centric PLM solutions while ensuring strong engagement, measurable business outcomes, and long-term retention. This role requires a hands-on, proactive CSM who can manage a high-volume portfolio, identify risk early, support customers through adoption challenges, and uncover opportunities for upsell and cross-sell growth in partnership with Sales. Key Responsibilities: Customer Relationship Management Build and maintain strong relationships with SMB customers across a designated set of North American accounts. Act as the primary post-sale point of contact for assigned accounts. Understand each customer’s business goals, operating model, and adoption maturity. Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes. Develop relationships with day-to-day users, project sponsors, and operational stakeholders. Renewals & Retention Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience. Monitor upcoming renewal timelines and engage customers early to reinforce value. Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them. Partner with internal teams to address customer issues that may impact renewal confidence. Maintain accurate renewal forecasts and account notes in CRM systems. Adoption & Value Realization Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews. Guide customers toward best practices that support faster time-to-value. Support customers through onboarding, change management, and post-implementation stabilization. Identify underused functionality and recommend practical ways customers can gain more value. Conduct business reviews appropriate to account size and maturity. Upselling & Cross-selling Identify opportunities to expand Centric’s footprint within existing SMB accounts. Position additional modules, users, services, or solutions based on customer needs and growth plans. Partner with Sales to qualify and progress expansion opportunities. Surface customer needs related to merchandising, product development, sourcing, planning, sustainability, or digital transformation. Account Health Monitoring Track customer engagement, usage, support trends, satisfaction, and renewal indicators. Maintain an accurate view of account health across the assigned portfolio. Proactively address adoption or engagement issues before they become renewal risks. Escalate critical account concerns internally with clear context and recommended actions. Customer Advocacy & Internal Collaboration Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales. Share customer feedback, recurring issues, and enhancement requests. Collaborate cross-functionally to ensure a consistent customer experience. Help customers participate in references, case studies, webinars, or advocacy opportunities when appropriate. Qualifications 3+ years of experience in Customer Success, Account Management, Client Services, or a related customer-facing role. Experience managing SaaS or enterprise software customers, preferably within SMB or mid-market segments. Proven ability to manage renewals, reduce churn risk, and identify expansion opportunities. Strong relationship-building skills with users, managers, and business stakeholders. Ability to manage a high-volume portfolio while maintaining a proactive customer experience. Comfortable discussing business value, adoption metrics, and ROI. Strong presentation, communication, and problem-solving skills. Experience with PLM, retail technology, ERP, supply chain, merchandising, or product development software is preferred. Fashion, apparel, footwear, consumer goods, merchandising, buying, planning, or product development experience is a strong plus. Ability to work effectively across Pacific and Mountain time zones, with flexibility for broader North American coverage. Ability to travel occasionally for customer meetings, regional events, or internal meetings. Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.