Customer Success Manager

• Lead a portfolio of 20–25 ERP customers
• Ensure smooth and predictable service delivery by confirming schedules, coordinating allocations, maintaining continuity, and setting expectations
• Generate billable work and maintain approximately 50% billability
• Coordinate and report on ticket SLAs
• Lead customer cooperation and help customers maximize the value of NetSuite
• Monitor NPS and customer feedback and adjust services accordingly
• Drive ARR growth and profitability through upsell/cross-sell opportunities and feature advice
• Conduct customer profitability analyses, identify risks and improvement opportunities, and prepare action plans
• Coordinate internal delivery and development teams around customer needs, roadmaps, and development items
• Oversee contracts and communicate changes to service teams
• Manage escalations and involve appropriate experts
• Provide hands-on advisory and development work, including roadmap planning, issue resolution, and value-adding analysis, with approximately 50% of time spent on these activities
• Help shape the evolving Continuous Services model and customer journey