DescriptionSilverfort is on a mission to bring identity security everywhere – to every human, machine, and AI agent, both on-prem and in the cloud. Our unique technology secures identities & access at runtime, in ways that weren’t possible before. With the broadest identity security platform in the market, trusted by more than 1,000 customers including many Fortune 100 companies, Silverfort is uniquely positioned to lead the fast-growing identity security category. Joining Silverfort means becoming part of a fast-moving team with a culture of innovation and collaboration, that goes above and beyond to help our customers and each other, on a journey to reshape the future of identity security. As a Commercial Customer Success Manager, you will help retain and grow Silverfort’s customer relationships in our commercial accounts. You will collaborate with the cross functional teams to understand and implement Silverfort to achieve customer use cases and ensure they receive business value from the Silverfort platform. Responsibilities - Build ongoing relationships with new customers as the main point of contact in the company - Installation of software images in VMWare, Azure, AWS - Configuration of software images per networking and Active Directory requirements - Lead the full lifecycle of the customer – ensuring successful deployments, training, and retention/expansion - Represent our customer’s needs internally (product feedback, feature requests, etc.) - Advocate for your customers by navigating complex issues alongside the Engineering, Product, and Sales teams How you will achieve it - Understand the customer’s organization, business priorities, and desired outcomes and leverage Silverfort to achieve these use cases while driving maximum value from their investment - Using your understanding of identity-related platforms, tools, and risks to prioritize and drive the adoption of Silverfort to address the organization’s needs - Become an expert on Silverfort to guide customers on adoption and sufficiency with Silverfort Requirements - 2+ years of relevant experience in Post Sales / Customer Success / Professional Services/ Technical Account Management - Knowledge in Infrastructure/Networking and Information Security. Cyber Security & Cloud Technologies background is an advantage - Motivated team player and relationship builder, incredible interpersonal skills, able to navigate challenging conversations if necessary - Exceptional multitasking and organization skills. Very comfortable prioritizing and managing between multiple projects/customer situations simultaneously - Willingness to travel quarterly

• Manage a portfolio of Enterprise accounts and serve as the primary point of contact. • Drive onboarding, product adoption, track customer business objectives and goals. • Lead regular customer check-in tracking customer success plans along with quarterly business reviews. • Proactively identify at-risk accounts to leadership and own a cross-functional remediation plan. • Ensure positive customer experiences by proactively managing and growing customer relationships, including identifying key stakeholders • Cross-functional alignment on upcoming renewals and potential expansions. • Acts with urgency and provide continuous customer communication on customer requests. • Develop, prepare, and nurture customers for advocacy

• 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.