Customer Success Manager - Mid Market / Large Accounts

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 an experienced Customer Success Manager to support and grow Mid-Market and Large customers across our North American market, ideally based in or near New York City.

In this role, you will be responsible for managing executive relationships, driving adoption, protecting renewals, and identifying strategic growth opportunities across some of Centric's largest customer accounts. You will work closely with senior stakeholders across fashion, retail, luxury, and consumer goods organizations to ensure Centric PLM solutions deliver measurable business value at scale.

This role requires a strong customer success professional with advance commercial acumen, enterprise account management experience, and the ability to navigate complex organizations. You will partner closely with Sales, Professional Services, Support, Product, and executive leadership to deliver a high-value customer experience and expand Centric's presence across large accounts.

Key Responsibilities:

Strategic Customer Relationship Management

• Build and manage trusted relationships with senior stakeholders, executive sponsors, operational leaders, and system owners across enterprise accounts.
• Serve as a strategic advisor to customers, helping align Centric PLM solutions with broader business transformation goals.
• Develop a deep understanding of each customer's business structure, brands, regions, workflows, and strategic initiatives.
• Maintain multi-threaded relationships across merchandising, design, product development, sourcing, IT, operations, and executive teams.
• Lead regular executive check-ins, strategic account reviews, and business reviews.

Enterprise Renewals & Retention

• Own and manage the renewal strategy for assigned enterprise accounts.
• Build proactive renewal plans well in advance of contract deadlines.
• Identify commercial, adoption, stakeholder, or operational risks that may affect retention.
• Coordinate internal action plans to address risks and protect long-term account value.
• Partner with Sales and leadership on renewal negotiations, account positioning, and executive alignment.
• Maintain accurate renewal forecasts, account plans, risk assessments, and stakeholder maps.

Growth, Expansion & Commercial Partnership

• Identify expansion opportunities across business units, brands, regions, departments, and solution areas.
• Partner with Sales to develop and execute account growth strategies.
• Position additional Centric solutions based on customer maturity, strategic initiatives, and business needs.
• Support upsell and cross-sell motions by connecting customer challenges to measurable value.
• Help expand Centric's role from a functional solution provider to a strategic enterprise platform partner.

Adoption, Value Realization & Business Outcomes

• Drive enterprise-wide adoption and value realization across large, complex customer environments.
• Monitor solution usage, engagement, stakeholder alignment, support trends, and business outcomes.
• Work with customers to define success criteria, adoption goals, and value milestones.
• Partner with Professional Services and Support to ensure customer issues are addressed with urgency and clarity.
• Identify opportunities to improve process maturity, solution utilization, and long-term ROI.
• Lead structured business reviews that demonstrate realized value and future opportunity.

Customer Advocacy & Executive Engagement

• Act as the voice of the enterprise customer within Centric.
• Provide strategic feedback to Product, Services, Support, and leadership teams.
• Identify reference, case study, speaking, and advisory opportunities with satisfied customers.
• Support executive sponsor programs and customer advisory engagement where appropriate.
• Escalate customer needs internally with clear business context, urgency, and recommended next steps.

Account Planning & Internal Collaboration

• Maintain detailed account plans for each strategic customer.
• Map key stakeholders, business priorities, renewal timelines, adoption risks, and expansion opportunities.
• Coordinate closely with Sales, Services, Support, Product, and leadership to deliver a unified customer strategy.
• Lead internal account reviews and ensure cross-functional teams are aligned on customer objectives.
• Provide visibility into account health, risk, growth potential, and executive engagement needs.

Qualifications

• 6+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role.
• Proven experience managing enterprise SaaS or enterprise software customers.
• Demonstrated success owning renewals, reducing churn risk, and supporting expansion within large accounts.
• Strong executive presence with the ability to engage senior leaders and business stakeholders.
• Experience managing complex, multi-stakeholder enterprise relationships.
• Strong commercial acumen and ability to partner effectively with Sales on renewals and growth opportunities.
• Ability to translate technical capabilities into business outcomes and measurable value.
• Skilled at interpreting account health metrics, adoption data, support trends, and customer sentiment.
• Strong presentation, negotiation, communication, and problem-solving skills.
• Experience with PLM, retail technology, ERP, supply chain, merchandising, planning, sourcing, or product development software is preferred.
• Experience in fashion, apparel, footwear, luxury, consumer goods, merchandising, buying, planning, or product development is a strong plus.
• NYC-area location preferred due to proximity to enterprise fashion, retail, and luxury customers.
• Ability to travel regularly for customer meetings, executive business reviews, industry events, and 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.