Customer Success Manager - SMB

Job title: Customer Success Manager, SMB EMEA
Location: Ireland Based – remote work setting
Language Requirements: Fluent in both German & English

About Centric Software:

Centric Software is the leader in Product Lifecycle Management (PLM) for the fashion, retail, consumer goods, and luxury industries. Our solutions help companies accelerate product innovation, streamline operations, and bring better products to market faster. Trusted by many of the world’s most iconic brands, Centric delivers measurable business value and fosters long-term success for our customers.

Job Summary:

We are seeking a dynamic and customer-focused Customer Success Manager (CSM) to join our EMEA team, covering our SMB customer base.
As a Customer Success Manager, you will be responsible for driving customer satisfaction, renewals, and growth within our existing fashion and retail client base. Utilizing your proven ability to build strong, long-lasting relationships with customers, helping ensure they get maximum value from our PLM solutions. This role will focus on renewals, upselling, and cross-selling to expand Centric's presence within each account.

Key Responsibilities:
Customer Relationship Management

• Build and nurture long-term relationships with SMB customers across EMEA
• Act as the primary point of contact, ensuring Centric’s PLM solutions are fully aligned with customer goals.

Renewals & Retention

• Own the renewal process for your assigned accounts, ensuring a smooth and proactive experience.
• Anticipate risks and take action to protect retention across your portfolio.

Upselling & Cross-selling

• Identify opportunities for expansion by positioning additional solutions that meet evolving customer needs.
• Partner with Sales to execute on growth opportunities within your account base.

Onboarding & Adoption

• Guide new SMB customers through onboarding to achieve a fast time-to-value.
• Deliver ongoing training and enablement to drive adoption and maximize ROI.

Customer Advocacy & Insights

• Represent the customer’s voice internally, providing feedback to influence product roadmap and services.
• Conduct regular check-ins and reviews to reinforce value realization.

Account Health Monitoring

• Track engagement, usage, and satisfaction metrics to assess account health.
• Proactively address challenges to mitigate churn risk.

Qualifications:

• Bilingual fluency in English and German (written and spoken) is essential.
• 3+ years in Customer Success, Account Management, or a similar role, ideally with SMB SaaS/enterprise software customers.
• Demonstrated success managing renewals and driving upsell/cross-sell opportunities.
• Strong interpersonal and presentation skills, able to engage both end users and senior executives.
• Experience with SaaS solutions (PLM or enterprise software preferred) and ability to translate technical solutions into business outcomes.
• Skilled at interpreting account health metrics and taking early action.
• Strong plus for experience in merchandising, buying, or fashion/apparel operations.

What We Offer

• A remote-first, collaborative work environment across Europe
• Opportunities for career growth and advancement in a rapidly expanding segment
• Work with cutting-edge PLM technology used by global fashion and retail leaders
• A chance to directly impact customer success, retention, and expansion in a high-growth SMB market

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.