Customer Success Manager

PROS; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading software solutions provider in the UK is seeking a Customer Success Manager to manage client relationships throughout the customer lifecycle. Responsibilities include ensuring product adoption, conducting client meetings, and driving customer satisfaction. Candidates should have experience with key account management, a relevant bachelor's degree, and fluency in English, with additional languages as a plus. This position offers a dynamic work environment focused on customer success and innovative technologies.

Benefits

Innovative work environment

Professional development opportunities

Qualifications

• Proven experience managing key accounts with C-suite involvement.
• Fluency in English; German or French is a plus.
• Ability to travel up to 50%.

Responsibilities

• Manage customer relationships and ensure satisfaction with solutions.
• Conduct regular client meetings and develop success plans.
• Identify new sales opportunities and secure renewals.

Skills

Key account management

Project implementation

Clear communication

Problem-solving

Process orientation

AI tools usage

Education

Bachelor's degree in a relevant field

Master's degree in Business Administration

Job description

Overview

PROS Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions enable companies to price, configure and sell products and services in an omnichannel environment with speed, precision and consistency. Our customers are leaders in their markets and benefit from decades of data science expertise infused into our industry solutions.

A Day in the Life of the Customer Success Manager – About the role

As a Customer Success Manager (CSM), you will manage the customer relationship throughout the entire lifecycle for PROS customers. You will be responsible for adoption and continued satisfaction with PROS solutions. The CSM is introduced to the client during the Sales process and assumes full account ownership upon contract signing. The CSM provides best practice recommendations, partners with the client to drive value and increase customer return on investment through effective use and adoption of the solution. The CSM serves as an internal advocate for the client and an external advocate for PROS to ensure the expected benefits of the customer relationship.

Responsibilities

• Manage a portfolio of enterprise accounts and maintain responsibility for the customer relationship, product adoption, renewals, customer satisfaction, and references.
• Develop success plans outlining critical success factors, metrics, potential issues, and recommendations.
• Conduct regular meetings, including Executive Business Reviews, with client stakeholders and make recommendations to ensure continued success with PROS Product Solutions.
• Leverage internal PROS processes to resolve critical customer escalations and advocate for the customer internally.
• Develop account plans and recommendations outlining critical success factors and metrics for success.
• Monitor and facilitate adoption of PROS solution features and functionality while communicating the customer’s overall business needs related to PROS products.
• Conduct regular client meetings and make recommendations to ensure continued value realization with PROS Product Solutions.
• Identify opportunities to expand and deepen the footprint of offerings at customer accounts – land and expand.
• Establish and deepen C-level and business process owner relationships across the client.
• Educate clients on self-service tools, release processes, and other programs to ensure a successful partnership.
• Maintain working knowledge of PROS product and service offerings.
• Manage invoicing, accounts receivable, and other commercial aspects of the customer relationship.
• Identify and secure new sales opportunities and ensure renewal of maintenance and subscription contracts.

Required Qualifications – About you

We are looking for candidates with the following achievements, skills, and behaviors:

• You have proven experience managing key account relationships at the Success Manager and C-suite level and managing project implementations.
• You hold a bachelor’s degree in computer science, engineering, math, or revenue management (or similar); a master’s in business administration is preferred (or equivalent experience).
• You are a self-starter and problem-solver; resourceful and pragmatic.
• You communicate clearly and transparently in actions and words.
• You have experience managing key account relationships at the executive and C-suite level with full lifecycle SaaS implementation for large complex clients.
• You operate with enthusiasm while collaborating across levels without political games.
• You are well organized, able to work independently, and a strong team player.
• You are process-oriented and willing to improve organizational processes to ensure efficient, consistent customer relations.
• You are willing and able to travel up to 50% (domestic and international).
• Language requirement: Fluent English; German or French fluency is an advantage.

We value candidates who

• Use AI tools to enhance efficiency and creativity, applying them to automate tasks, generate insights, or improve day-to-day decision-making.
• Stay curious and open to new technologies, regularly exploring AI-driven solutions to elevate team performance and customer impact.
• Demonstrate a growth mindset, experimenting with AI capabilities to fuel continuous innovation in their role.

Preferred Skills & Competencies

• AI Literacy: Demonstrates understanding of core AI concepts and practical applications; leverages AI tools to enhance productivity, insights, and decision-making while following ethical standards.
• Prompt Engineering: Crafts clear, structured prompts to optimize AI-generated outputs.
• Agentic AI: Understands autonomous agents in workflow automation and can build, utilize, or manage agentic AI systems within business processes.

Skills & Personal Characteristics

• Ownership
• Innovation
• Care

Why PROS?

PROS culture and the extraordinary people who work here are core to our success. We are committed to the success of our customers and continually strive to deliver on our promises.

This is a unique opportunity to join a company with 30+ years of proven success and a long runway of continued growth.

Our people make PROS stand out. If you want to be part of something extraordinary, help us shape the future of how companies compete and win.

Work Environment

Most work activities are performed in an office or home-office environment and require light to moderate physical exertion. Tasks may involve extended hours, deadlines and stressful situations. Clear communication, business terminology, and the ability to interpret numerical data are essential.

This job description is intended to convey information essential to understanding the scope of the job. It is not an exhaustive list of qualifications, skills, duties, or working conditions.