Customer Success Manager

Theobald Software; Seattle (WA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive base salary

Enterprise clients

Growth opportunities

Flexible work options

Learning and development

Comprehensive benefits

Downtown Seattle office

Job summary

Theobald Software, a growing SAP integration specialist in Seattle, seeks a Customer Success Manager to drive satisfaction, retention, and growth with enterprise clients. You will own the post-sales lifecycle, coordinate renewals and expansions, and help customers realize value from our SAP integration products.

Collaborate with global teams, maintain CRM records, and guide customers through renewals, upsell opportunities, and successful outcomes.

Qualifications

• 2+ years of experience in Customer Success, Account Management, or a similar role in enterprise software or SaaS.
• Excellent communication with a customer-centric, consultative approach.
• Strong negotiation skills and ability to manage commercial conversations confidently.
• Analytical, problem-solving mindset with a structured approach.
• Experience with CRM systems; familiarity with Dynamics 365 is a plus.

Responsibilities

• Collaborate with cross-functional teams to manage and strengthen customer relationships.
• Analyze customer needs and design, implement, and scale success processes.
• Segment customers and develop targeted, value-driven outreach strategies.
• Drive retention initiatives and identify upsell and cross-sell opportunities.
• Own post-sales lifecycle, renewals, and successful account outcomes.
• Prepare quotes, manage renewals, and close upsell opportunities.
• Maintain accurate CRM records and manage quote-to-invoice workflows.
• Serve as main contact for inquiries outside technical support.
• Escalate issues and coordinate internally to resolve them.
• Plan and execute campaigns for existing customers.

Skills

Customer Success

Account Management

Communication

Negotiation

CRM

Tools

Dynamics 365

Job description

Overview

Theobald Software is a growing technology company specializing in enterprise-grade SAP integration solutions. Our solutions help large organizations unlock more value from their SAP investments by seamlessly connecting data across SAP and non-SAP systems.

For our continued growth in the Americas region, we are looking for a Customer Success Manager to drive customer satisfaction, retention, and growth across our line of products.

For the right candidate, this is a career-defining opportunity to work with large enterprise customers and helping them realize the value from our SAP integration products.

Responsibilities

• Collaborate within a cross-functional, international team to manage and continuously strengthen customer relationships
• Proactively analyze customer needs and design, implement, and scale effective customer success processes
• Segment the customer base and develop targeted strategies for regular, value-driven outreach
• Drive customer retention initiatives to reduce churn and identify upsell and cross-sell opportunities
• Own the post-sales customer lifecycle, ensuring long-term satisfaction and success
• Prepare quotes, manage renewals and upsell opportunities and successfully close them
• Maintain accurate CRM records (Dynamics 365) and manage the quote-to-invoice process
• Serve as the primary point of contact for customer inquiries outside of technical support
• Act as an escalation point to resolve customer issues and coordinate internally
• Plan and execute sales, adoption, and reactivation campaigns for existing customers

Who you are

• 2+ years of experience in Customer Success, Account Management, or a similar customer-facing role, ideally within an enterprise software or SaaS environment
• Excellent communication skills with a strong customer-centric and consultative approach
• Solid negotiation skills and the ability to manage commercial conversations confidently
• Strong analytical and problem-solving abilities with a structured, solution-oriented mindset
• Comfortable managing multiple priorities in a fast-paced, dynamic environment
• Experience working with CRM systems; familiarity with Dynamics 365 is a plus
• Collaborative team player who thrives in an international, cross-functional environment
• Willingness to travel occasionally (approx. 10%)

What we offer

• Competitive base salary and performance-based compensation
• Opportunity to work with enterprise clients and cutting-edge SAP technologies
• Collaborative, dynamic team culture with growth opportunities
• Flexible work options
• Learning and development support
• Competitive benefits including medical/dental coverage, 401K, commuter reimbursement
• Attractive office location in downtown Seattle