Sr. Customer Success Manager

QAD; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in Birmingham is seeking a Senior Customer Service Manager to enhance customer satisfaction and retention. The role involves guiding clients through their journey with QAD products, monitoring account health, and supporting enterprise software accounts. Candidates should have a Bachelor’s or Master’s degree and 8+ years of experience, along with strong communication skills and a data-driven approach.

Qualifications

• 8+ years of related experience in software account support.
• Demonstrated success with enterprise-level software accounts.
• Knowledge of ERP product domains is a plus.

Responsibilities

• Serve a selected group of customers as part of a cross-functional account team.
• Guide the customer journey with QAD solutions.
• Develop trusted advisor relationships with executive sponsors.
• Monitor account health and usage data.
• Conduct Strategic Business Reviews with the account team.

Skills

Strong communication skills

Relationship building skills

Data-driven approach

Ability to maintain professionalism under pressure

Education

Bachelor’s or Master’s degree

Tools

Salesforce

Gainsight

Excel

PowerPoint

Word

Job description

Job Description

The Senior 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 Sr 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 Sr 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).

Depending on the experience of the final candidate this maybe either regular customer success role or senior.

Availability and Travel

Flexible hours that may vary day to day, based on customer needs and milestones.

Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings.

Occasional international travel.

What will you do

• Serve a selected group of customers as part of a cross‑functional account team
• Guide the full‑lifecycle customer journey with QAD solutions, from initial deal onward
• Build trusted advisor relationships with executive sponsors and key stakeholders
• Monitor health scores, usage data and other KPIs to proactively address account risk
• Demonstrate ability to meet revenue goals and customer engagement targets
• Conduct Strategic Business Reviews in collaboration with the account team
• Maintain required customer data in QAD systems of record
• Support deal execution as needed, including customers procurement group
• Responsible for “Customer Journey” artifact development, maintenance; and delivery
• Develop technical and business expertise in QAD’s product and services offerings
• Brief internal stakeholders, including top management, on customer status and issues
• Notify Sales of new leads and opportunities for existing customers
• Apply critical thinking skills to evaluate the implications of analysis results
• Influence team direction and decision‑making processes
• Anticipate client needs and proactively suggest solutions or additional services
• Proactively seek opportunities to collaborate with colleagues across different functions
• Contribute to or lead internal GTM process improvement initiatives

Qualifications

Bachelor’s or Master’s degree with 8+ years of related experience

Must Have

• Demonstrated success supporting enterprise‑level software accounts
• Strong communication, presentation and relationship‑building skills
• Data‑driven approach to customer health metrics and usage analytics
• Ability to maintain a positive and professional attitude, even under pressure
• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (Gainsight)

Nice to Have

• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution
• Secondary European language fluency (French, German)

Additional Information