• Own the customer relationship at the portfolio level, driving retention and identifying expansion opportunities through proactive engagement • Lead renewal strategy and execution, ensuring on-time renewals and uncovering growth opportunities across accounts • Conduct recurring customer engagements including meetings, email outreach, and success planning to align goals and drive business outcomes • Facilitate Executive Business Reviews, summarizing product usage, progress toward goals, and future planning aligned to customer priorities • Monitor customer health using data and qualitative signals, proactively addressing risks and driving mitigation plans to prevent churn • Partner cross-functionally with Sales, Product, and Support to influence adoption, resolve issues, and deliver a seamless customer experience • Maintain accurate account insights, engagement tracking, and success plans in systems like Planhat to support forecasting and strategic decision-making • Travel Frequency: Occasional travel (as needed for key customer engagements)

Role Description Centric Software is seeking an experienced Enterprise Customer Success Manager to support and grow strategic enterprise customers across our North American market, ideally based in or near New York City. In this role, you will be responsible for managing executive relationships, driving enterprise adoption, protecting renewals, and identifying strategic growth opportunities across some of Centric’s most important customer accounts. You will work closely with senior stakeholders across fashion, retail, luxury, and consumer goods organizations to ensure Centric PLM solutions deliver measurable business value at scale. This role requires a strong customer success professional with advance commercial acumen, enterprise account management experience, and the ability to navigate complex organizations. You will partner closely with Sales, Professional Services, Support, Product, and executive leadership to deliver a high-value customer experience and expand Centric’s presence across large accounts. Key Responsibilities - Strategic Customer Relationship Management - Build and manage trusted relationships with senior stakeholders, executive sponsors, operational leaders, and system owners across enterprise accounts. - Serve as a strategic advisor to customers, helping align Centric PLM solutions with broader business transformation goals. - Develop a deep understanding of each customer’s business structure, brands, regions, workflows, and strategic initiatives. - Maintain multi-threaded relationships across merchandising, design, product development, sourcing, IT, operations, and executive teams. - Lead regular executive check-ins, strategic account reviews, and business reviews. - Enterprise Renewals & Retention - Own and manage the renewal strategy for assigned enterprise accounts. - Build proactive renewal plans well in advance of contract deadlines. - Identify commercial, adoption, stakeholder, or operational risks that may affect retention. - Coordinate internal action plans to address risks and protect long-term account value. - Partner with Sales and leadership on renewal negotiations, account positioning, and executive alignment. - Maintain accurate renewal forecasts, account plans, risk assessments, and stakeholder maps. - Growth, Expansion & Commercial Partnership - Identify expansion opportunities across business units, brands, regions, departments, and solution areas. - Partner with Sales to develop and execute account growth strategies. - Position additional Centric solutions based on customer maturity, strategic initiatives, and business needs. - Support upsell and cross-sell motions by connecting customer challenges to measurable value. - Help expand Centric’s role from a functional solution provider to a strategic enterprise platform partner. - Adoption, Value Realization & Business Outcomes - Drive enterprise-wide adoption and value realization across large, complex customer environments. - Monitor solution usage, engagement, stakeholder alignment, support trends, and business outcomes. - Work with customers to define success criteria, adoption goals, and value milestones. - Partner with Professional Services and Support to ensure customer issues are addressed with urgency and clarity. - Identify opportunities to improve process maturity, solution utilization, and long-term ROI. - Lead structured business reviews that demonstrate realized value and future opportunity. - Customer Advocacy & Executive Engagement - Act as the voice of the enterprise customer within Centric. - Provide strategic feedback to Product, Services, Support, and leadership teams. - Identify reference, case study, speaking, and advisory opportunities with satisfied customers. - Support executive sponsor programs and customer advisory engagement where appropriate. - Escalate customer needs internally with clear business context, urgency, and recommended next steps. - Account Planning & Internal Collaboration - Maintain detailed account plans for each strategic customer. - Map key stakeholders, business priorities, renewal timelines, adoption risks, and expansion opportunities. - Coordinate closely with Sales, Services, Support, Product, and leadership to deliver a unified customer strategy. - Lead internal account reviews and ensure cross-functional teams are aligned on customer objectives. - Provide visibility into account health, risk, growth potential, and executive engagement needs. Qualifications - 6+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, or a similar customer-facing role. - Proven experience managing enterprise SaaS or enterprise software customers. - Demonstrated success owning renewals, reducing churn risk, and supporting expansion within large accounts. - Strong executive presence with the ability to engage senior leaders and business stakeholders. - Experience managing complex, multi-stakeholder enterprise relationships. - Strong commercial acumen and ability to partner effectively with Sales on renewals and growth opportunities. - Ability to translate technical capabilities into business outcomes and measurable value. - Skilled at interpreting account health metrics, adoption data, support trends, and customer sentiment. - Strong presentation, negotiation, communication, and problem-solving skills. - Experience with PLM, retail technology, ERP, supply chain, merchandising, planning, sourcing, or product development software is preferred. - Experience in fashion, apparel, footwear, luxury, consumer goods, merchandising, buying, planning, or product development is a strong plus. - NYC-area location preferred due to proximity to enterprise fashion, retail, and luxury customers. - Ability to travel regularly for customer meetings, executive business reviews, industry events, and internal meetings. Company Description Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.

• Build and maintain strong relationships with SMB customers across a designated set of North American accounts. • Act as the primary post-sale point of contact for assigned accounts. • Understand each customer’s business goals, operating model, and adoption maturity. • Ensure Centric PLM solutions remain aligned with customer priorities and business outcomes. • Develop relationships with day-to-day users, project sponsors, and operational stakeholders. • Own the renewal process for assigned SMB accounts, ensuring a proactive and well-managed customer experience. • Monitor upcoming renewal timelines and engage customers early to reinforce value. • Identify churn risks, adoption gaps, or satisfaction concerns and take action to resolve them. • Maintain accurate renewal forecasts and account notes in CRM systems. • Help customers increase adoption of Centric solutions through regular check-ins, enablement, and usage reviews. • Guide customers toward best practices that support faster time-to-value. • Identify underused functionality and recommend practical ways customers can gain more value. • Track customer engagement, usage, support trends, satisfaction, and renewal indicators. • Represent the voice of the customer to internal teams, including Product, Support, Services, and Sales.

• Monitor daily inventories/queues across Research & Resolution (R&R) and SIU; ensure staffing, prioritization, and workload balance align to volume and business risk • Works with internal partners to ensure a successful launch of the pet insurance employee benefit across various organizations. • Acts as a real-time post‑sale consultative partner to HR teams, Benefits Brokers, and Benefit Administration platforms to ensure a smooth rollout and ongoing benefit engagement. • Owns client‑level go‑to‑market (GTM) plan execution, partnering closely with Partner Marketing to align on agreed‑upon marketing priorities, coordinate campaigns, and support employee engagement and enrollment initiatives. • Builds and maintains strong, long‑lasting relationships with HR leaders, benefits brokers, and benefit technology partners to support successful benefit delivery and ongoing engagement. • Develops trusted advisor relationships with key accounts, customer stakeholders, and internal business units to support long-term client satisfaction and benefit adoption. • Coordinates ongoing benefit support including eligibility updates, enrollment changes, open enrollment planning, and employee engagement strategies. • Partners with brokers and HR teams to evaluate program performance, identify and execute opportunities for growth within existing partnerships, and ensure ongoing competitiveness. • Develops new business within existing client groups and identifies opportunities to expand participation and enrollment. • Serves as the lead point of contact for all client account management matters, including benefit questions, enrollment inquiries, and escalations. • Collaborates with Benefit Admin platforms and internal technical teams to support file feeds, enrollment connections, and successful benefit configuration. • Assists in onboarding new client groups, coordinating implementation timelines, training sessions, and rollout communications to ensure a seamless and consistent experience. • Supports renewal preparation by collaborating with brokers and HR teams, providing utilization insights, and ensuring timely retention activities. • Performs other duties and responsibilities as assigned.