Customer Success Manager at Black Duck Software, Inc. supporting enterprise software adoption and renewal targets using a digital - first engagement strategy.
About the role
- Strategic customer success manager leading AI powered transformation for Fortune 50 CPG customers. Refining onboarding, adoption, retention processes within the CPG industry.
Responsibilities
- Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor
- Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes
- Manage complex, high-value programs that focus on AI - powered transformation, ensuring seamless execution, adoption, and business value realization
- Own the full customer renewal process, including forecasting, negotiating, and proposal creating
- Be accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customers
- Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives
- Advocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experience
- Leverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making
- Lead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction
Requirements
- 7+ years experience in CPG, ideally with in-house expertise
- 3-5+ years experience in a customer facing saas or consulting role, with experience in driving business transformation, strategy, or enablement
- Proven ability to engage C-level stakeholders, with experience influencing executive decision-makers and driving adoption at the highest levels
- Strong understanding of CPG industry dynamics, including its challenges, opportunities, and specific needs for digital transformation
- A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption
- Data driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomes
- Excellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences
- Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment
- A natural affinity to our values of Connect, Challenge, Own
Benefits
- Generous PTO, plus company holidays
- Comprehensive medical and dental insurance
- Paid parental leave for all parents (12 weeks)
- Fertility and family planning support
- Early-detection cancer testing through Galleri
- Competitive pension scheme and company contribution
- Annual work-life stipends for:
- Home office setup, cell phone, internet
- Wellness stipend for gym, massage/chiropractor, personal training, etc.
- Learning and development stipend
- Company-wide off-sites and team off-sites
- Competitive compensation and company stock options
Job title
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