Customer Success Manager

Overview

PCMI is a fast-growing global SaaS company and a market leader in extended warranty, F&I, and service contract administration. Our platform automates the entire product lifecycle for customers worldwide — and we're just getting started. With teams across North America (US & Canada), Europe (Poland), and Asia (India), we're modernizing our architecture, embedding AI across our products, and scaling to meet growing demand.

We move fast, we build with purpose, and we're hiring leaders who want to shape what comes next.

The Customer Success Manager will be the overall owner of the holistic customer relationship and experience, for a given set of assigned customers. This role will be responsible for aggregate service delivery to assigned clients, ensuring that their tactical and strategic experience with PCMI is positive. The CSM will be responsible for revenue retention and growth; this will include mitigating churn, identifying upsell opportunities, managing billing logistics, and ensuring overall customer satisfaction.

Finally, the CSM will be responsible for understanding assigned customers’ needs from both a business and technical perspective, ensuring successful alignment between our solutions and customer requirements. A key activity in this role will include translating client needs into comprehensive written documentation when warranted, including preliminary Business Requirement Documents (BRDs), to facilitate clear communication and execution across teams.

• Act as a primary liaison between clients and internal teams.
• Serve as a trusted advisor, ensuring customer success and retention.
• Work closely with sales and product teams to drive revenue growth through value-added offerings.
• Actively measure and manage client health and operational KPIs.
• Manage monthly billing process including comparing actual hours spent compared to estimated hours and SOW.
• Review release notes with client and provide an impact analysis for including any potential impacts to client workflows, integrations, or reports.
• Work closely with internal solutions engineering and product teams to ensure feasibility and alignment.
• Act as a subject matter expert (SME) in bridging business requirements with technical implementation.
• Support clients throughout the solution implementation process.
• Troubleshoot issues, provide recommendations, and ensure successful delivery of client requirements.

• Bachelor's degree in Business, Computer Science, Information Technology, or a related field.
• 3+ years industry experience, with a strong understanding of industry workflows and best practices.
• 3+ years of experience in a Customer Success, Strategic Account Management, Business Analyst, or a similarly themed client-facing role.
• Strong understanding of business process analysis and technical solutioning.
• Experience creating and managing Business Requirement Documents (BRDs).
• Excellent communication and interpersonal skills, with the ability to interact effectively with both technical and non-technical stakeholders.
• Proficiency in project management tools and documentation software (e.g., Jira, Confluence, Microsoft Office, etc.).
• Ability to leverage AI-powered tools to automate routine tasks, analyze customer data, and generate actionable insights.
• Experience integrating AI solutions into existing workflows to enhance team productivity and customer engagement.
• Strong aptitude for evaluating and adopting emerging AI technologies to streamline processes and drive innovation.
• Ability to identify opportunities for AI adoption and lead initiatives to upskill teams on the effective use of AI tools.

• Competitive Compensation from $95,000-$110,000
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Short & Long Term Disability Insurance
• Company-paid Life Insurance
• Voluntary Life Insurance
• Voluntary Accident Insurance
• Employee Assistance Program
• 401k with generous Company Match
• Paid Time Off accrued per pay period
• 10 Paid Holidays
• Professional Development Opportunities
• Employee Events
• Wellness Programs
• Employee Discount Programs
• Office in Park Ridge, IL - Convenient location to Blue Line

Eligible to enroll the first day of employment for immediate coverage.

Although the role is open to remote candidates, PCMI can only hire employees in the following states: AL, CT, FL, GA, IL, KY, LA, MA, MI, MO, NC, NE, NH, NM, OH, PA, SC, TX, WI

It is required for this role to be in the Park Ridge, IL office 2 days per week if candidate is located in the Chicagoland area.