Senior Customer Success Manager

Senior Customer Success Manager – Cora Systems

Department: Customer Success

Reports To: VP Customer Success

Cora Systems is a global leader in enterprise Project Portfolio Management (PPM), empowering organizations to achieve complete control, governance, and visibility across complex project ecosystems. As a Senior Customer Success Manager, you will own strategic customer relationships across North America, ensuring customers realize measurable value from the Cora platform — including Cora Edge, Cora Gov Con, the Project Control Tower, and our AI‑enabled product extensions.

You will act as a trusted advisor to senior stakeholders, guiding them through digital transformation, governance maturity, and adoption of AI‑driven insights that improve predictability, protect margins, and accelerate time‑to‑value.

• Own the end‑to‑end lifecycle for a portfolio of enterprise and government‑contracting customers.
• Develop strategic success plans aligned to customer goals such as governance maturity, cost reduction, compliance, and operational efficiency.
• Drive adoption of Cora’s core modules (PPM, Project Controls, Workforce Planning, Financial Control, EVM, Strategy Execution) and product extensions (Cora Assistant, Data Hub, Integrations, Jira, Teams).
• Leverage AI‑powered insights from the Cora platform to guide customers toward better decision‑making, risk mitigation, and resource optimization.
• Ensure customers achieve measurable outcomes such as improved margins, reduced cost overruns, and standardized processes.

• Lead renewal strategy and execution, ensuring high Gross and Net Revenue Retention.
• Identify expansion opportunities across modules, licenses, integrations, and AI‑driven capabilities.
• Partner with Sales, Product, and Professional Services to shape account strategy and long‑term customer roadmaps.
• Proactively identify churn risks using health scoring, usage analytics, and predictive indicators.

• Build multi‑threaded relationships with executive sponsors, PMO leaders, project controllers, finance teams, and operational stakeholders.
• Facilitate QBRs, governance reviews, and strategic roadmap sessions.
• Advocate for customer needs internally, influencing product roadmap decisions — especially around AI, data analytics, and workflow automation.
• Guide customers in adopting best‑practice governance frameworks supported by Cora’s workflow, audit trail, and compliance capabilities.

• Maintain accurate account documentation, health metrics, and forecasting in CRM and CS platforms.
• Contribute to scalable playbooks, onboarding frameworks, and AI‑enhanced customer engagement models.
• Collaborate with Product and Engineering to validate customer requirements, especially around integrations, data flows, and predictive analytics.
• Partner with Professional Services to ensure smooth implementations and accelerated time‑to‑value.

• Mentor junior CSMs and contribute to the evolution of Cora’s Customer Success methodology.
• Represent Customer Success in cross‑functional initiatives, customer advisory boards, and industry events.
• Share insights on customer trends, governance maturity, and AI adoption patterns.

• 5–8+ years in Customer Success or Account Management within enterprise SaaS.
• Proven success driving adoption of complex platforms involving workflows, integrations, analytics, and governance frameworks.
• Familiarity with PPM, EVM, project controls, or financial governance solutions is a strong advantage.

• Exceptional communication and executive‑level presentation skills.
• Strong analytical mindset with the ability to interpret data, trends, and AI‑generated insights.
• Ability to manage complex enterprise environments with multiple stakeholders and long‑term transformation programs.
• Commercial acumen with comfort discussing ROI, value realization, and renewal strategy.
• High ownership, autonomy, and ability to influence without authority.

• Experience with AI‑enabled SaaS…