Customer Success Manager (US)

Job Description

Job Description

About Parsec

Parsec Automation, LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations like Gartner and IDC and a winner of numerous awards, including the Data Breakthrough Awards, American Business, and Best in Biz, Parsec exemplifies leadership in the dynamic, fast-paced manufacturing sector. With major companies such as Johnson & Johnson, Merck, Toyota, Proctor & Gamble, Eli Lilly, Hershey, Siemens, and DuPont leveraging its innovative TrakSYS™ platform to tackle even the most complex manufacturing challenges, Parsec's solutions are actively optimizing efficiency, quality, and compliance at over 11,000 plants in more than 140 countries. Committed to customer success and driven by innovation, Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible.

Parsec is backed by BVP Forge, a $780M fund in partnership with the $20B Bessemer platform that has backed industry-defining businesses such as LinkedIn, MindBody, Procore, Shopify, and Toast. BVP Forge combines Bessemer's front-line industry insights, proven growth IP, and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge™ operational program.

The Role

As Parsec Automation's global installed base and recurring revenue footprint continue to grow, we are investing in strengthening and scaling our Customer Success organization.

The Customer Success Manager (US) is responsible for driving customer retention, expansion enablement, and customer value realization across assigned North American accounts. This is a highly collaborative, customer-facing role focused on building long-term partnerships and ensuring customers achieve measurable business outcomes through their investment in TrakSYS.

The ideal candidate brings strong enterprise account management experience, commercial awareness, and the ability to navigate complex customer environments while partnering cross-functionally with Sales, Professional Services, Product, and Support teams.

Key ResponsibilitiesRevenue Retention

• Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts
• Proactively monitor customer health scores and identify potential risks
• Support executive alignment and customer engagement ahead of renewal cycles

Expansion Enablement

• Identify and help qualify expansion opportunities including new sites, capabilities, and services
• Partner closely with Sales on account planning and expansion initiatives
• Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio

Customer Value Realization

• Ensure customers achieve defined operational and business outcomes from their TrakSYS investment
• Track adoption, usage, and value realization metrics
• Support Value Realization Index (VRI) initiatives and reporting

Customer Engagement

• Lead structured customer business reviews, including QBRs and executive-level engagements
• Build strong multi-level relationships across customer organizations
• Act as a trusted advisor and strategic partner to assigned accounts

Customer Success Operations

• Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts
• Maintain account health visibility and escalation coordination
• Partner cross-functionally to support customer initiatives and issue resolution
• Adhere to established Customer Success processes while contributing to ongoing process improvements

Qualifications

• 5–8 years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise software
• Experience managing complex enterprise accounts with $250K+ ARR
• Demonstrated success identifying growth opportunities and collaborating cross-functionally
• Strong understanding of recurring revenue models and customer retention strategies
• Excellent communication skills with strong executive presence
• Ability to manage multiple complex customer relationships simultaneously
• Strong analytical and organizational skills with a data-driven mindset
• Experience leveraging AI tools for research and day-to-day productivity
• Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams

Preferred/Nice to Have

• Experience in manufacturing technology, industrial automation, or MES/MOM software
• Familiarity with multi-site enterprise deployments
• Experience supporting strategic manufacturing customers in highly operational environments

Benefits

• Competitive base salary and bonus opportunity
• 100% employer-paid medical, dental, and vision coverage
• 401(k) with company match
• Generous PTO and company holidays
• Flexible hybrid work environment
• Opportunity to work with leading global manufacturers and cutting-edge manufacturing technology
• Collaborative and growth-oriented company culture backed by a leading private equity platform

Travel Requirements

This role requires meaningful on-site engagement with customers to build strong relationships, support adoption, and drive long-term partnership success.

Expected travel is approximately 30%–50%.