Customer Success Manager (US)

Parsec Automation LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations likeGartnerandIDCand a winner of numerous awards including theData Breakthrough AwardsAmerican Business andBest 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 Parsecs solutions are actively optimizing efficiency quality and compliance at over 11000 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 byBVP 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 Bessemers front-line industry insights proven growth IP and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge operational program.

As Parsec Automations 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.

• Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts
• Proactively monitor customer health scores and identify potential risks
• Support executive alignment and customer engagement ahead of renewal cycles

• Identify and help qualify expansion opportunities including new sites capabilities and services
• Partner closely with Sales on account planning and expansion initiatives
• Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio

• Ensure customers achieve defined operational and business outcomes from their TrakSYS investment
• Track adoption usage and value realization metrics
• Support Value Realization Index (VRI) initiatives and reporting

• Lead structured customer business reviews including QBRs and executive-level engagements
• Build strong multi-level relationships across customer organizations
• Act as a trusted advisor and strategic partner to assigned accounts

• Independently manage a portfolio of approximately 510 strategic accounts and 1020 hybrid-touch accounts
• Maintain account health visibility and escalation coordination
• Partner cross-functionally to support customer initiatives and issue resolution
• Adhere to established Customer Success processes while contributing to ongoing process improvements

• 58 years of experience in Customer Success Account Management or related customer-facing roles within enterprise software
• Experience managing complex enterprise accounts with $250K ARR
• Demonstrated success identifying growth opportunities and collaborating cross-functionally
• Strong understanding of recurring revenue models and customer retention strategies
• Excellent communication skills with strong executive presence
• Ability to manage multiple complex customer relationships simultaneously
• Strong analytical and organizational skills with a data-driven mindset
• Experience leveraging AI tools for research and day-to-day productivity
• Proven ability to collaborate effectively across Sales Product Professional Services and Support teams

• Experience in manufacturing technology industrial automation or MES/MOM software
• Familiarity with multi-site enterprise deployments
• Experience supporting strategic manufacturing customers in highly operational environments

• $120000-$150000 base plus bonus eligibility
• 100% employer-paid medical dental and vision coverage
• 401(k) with company match
• Generous PTO and company holidays
• Flexible hybrid work environment
• Opportunity to work with leading global manufacturers and cutting-edge manufacturing technology
• Collaborative and growth-oriented company culture backed by a leading private equity platform

This 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%.