Sr. Customer Success Manager

Organization Overview

QAD is a world‑class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real‑world problems in manufacturing and the supply chain.

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 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 (e.g. adoption of new products).

• 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.

• 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.

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

• 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 (e.g., Gainsight, Churn Zero).
• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.

• Your health and well being are important to us  provide programs that help you strike a healthy work life balance.
• Opportunity to join a growing business focused on key growth segments, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard‑working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea‑sharing is always prioritized over level or hierarchy.
• Comprehensive Compensation package.

• Base pay range: $100,000–135,000 USD annual (12 months) base salary + bonus plan.
• Placement within our pay range will vary based on knowledge, skills, experience, and market location variations as well as internal peer equity.
• U.S. benefits package includes medical, dental and vision…