Principal Customer Success Manager

As a Principal Customer Success Manager, you will be responsible for driving retention, satisfaction, and expansion within QAD’s strategic “High Business Engagement Model” customers. In this senior-level individual contributor role, you will take full ownership of a portfolio of key accounts, helping customers maximize the value of QAD’s solutions throughout the entire customer journey.You’ll serve as a trusted advisor, thought partner, and advocate—ensuring successful adoption, supporting their evolving needs, and delivering ongoing business value. You’ll collaborate closely with sales and cross-functional teams to support customer success initiatives that directly impact QAD’s strategic goals.Key Responsibilities:Own and manage strategic customer relationships to ensure retention, satisfaction, and growth.Consistently meet customer renewal, expansion, and satisfaction goals.Develop and maintain “Customer Journey” artifacts to support account strategy and communication.Increase product adoption and customer utilization of QAD solutions.Track all customer interactions and updates in Salesforce with accuracy and timeliness.Monitor customer growth, organizational changes, and business shifts to adapt success strategies.Drive customers to become QAD references through successful outcomes and engagement.Partner closely with global sales executives to communicate key updates, issues, escalations, and opportunities.Support sales processes as needed, including customer procurement and deal coordination.Identify and surface upsell, cross-sell, and expansion opportunities to the sales team.Act as a subject matter expert and mentor for junior team members on Customer Success best practices.Serve as a bridge between teams, ensuring clear and effective communication across departments.Lead or contribute to cross-functional initiatives that enhance customer experience and internal alignment.