Note: The job is a remote job and is open to candidates in USA. Parsec Automation, LLC is a leading provider of manufacturing operations management software, recognized for its innovative solutions. The Customer Success Manager (EU) will drive customer retention and value realization across European accounts, focusing on building long-term partnerships and ensuring customers achieve measurable outcomes with TrakSYS.
Responsibilities
- 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 5–10 strategic accounts and 10–20 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
Skills
- 5–8 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
- Additional European language skills are a plus
Benefits
- Competitive base salary and bonus opportunity
- Flexible remote/hybrid work environment
- Generous paid time off and company holidays
- 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
- Career growth opportunities within a rapidly scaling global organization
Company Overview