Customer Success Manager (US)

About ParsecParsec 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 RoleAs 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 RetentionManage Gross Revenue Retention (GRR) and renewal readiness across assigned accountsProactively monitor customer health scores and identify potential risksSupport executive alignment and customer engagement ahead of renewal cyclesExpansion EnablementIdentify and help qualify expansion opportunities including new sites, capabilities, and servicesPartner closely with Sales on account planning and expansion initiativesContribute to Net Revenue Retention (NRR) goals within the assigned portfolioCustomer Value RealizationEnsure customers achieve defined operational and business outcomes from their TrakSYS investmentTrack adoption, usage, and value realization metricsSupport Value Realization Index (VRI) initiatives and reportingCustomer EngagementLead structured customer business reviews, including QBRs and executive-level engagementsBuild strong multi-level relationships across customer organizationsAct as a trusted advisor and strategic partner to assigned accountsCustomer Success OperationsIndependently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accountsMaintain account health visibility and escalation coordinationPartner cross-functionally to support customer initiatives and issue resolutionAdhere to established Customer Success processes while contributing to ongoing process improvements Qualifications5–8 years of experience in Customer Success, Account Management, or related customer-facing roles within enterprise softwareExperience managing complex enterprise accounts with $250K+ ARRDemonstrated success identifying growth opportunities and collaborating cross-functionallyStrong understanding of recurring revenue models and customer retention strategiesExcellent communication skills with strong executive presenceAbility to manage multiple complex customer relationships simultaneouslyStrong analytical and organizational skills with a data-driven mindsetExperience leveraging AI tools for research and day-to-day productivityProven ability to collaborate effectively across Sales, Product, Professional Services, and Support teamsPreferred/Nice to HaveExperience in manufacturing technology, industrial automation, or MES/MOM softwareFamiliarity with multi-site enterprise deploymentsExperience supporting strategic manufacturing customers in highly operational environments BenefitsCompetitive base salary and bonus opportunity100% employer-paid medical, dental, and vision coverage401(k) with company matchGenerous PTO and company holidaysFlexible hybrid work environmentOpportunity to work with leading global manufacturers and cutting-edge manufacturing technologyCollaborative and growth-oriented company culture backed by a leading private equity platform Travel RequirementsThis 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%.