Overview

The Customer Success Manager (CSM) plays a critical role in ensuring clients achieve meaningful business outcomes through the effective adoption and optimization of Oracle NetSuite solutions. As an individual contributor, the CSM serves as the primary point of contact for assigned accounts, driving customer satisfaction, retention, and expansion. This remote role based in Florida focuses on proactive relationship management and value realization.

Responsibilities

• Act as the primary point of contact for assigned NetSuite customers, building strong relationships and understanding their business needs.
• Drive customer adoption and usage of NetSuite solutions to maximize ROI and achieve key business outcomes.
• Conduct regular business reviews, identify risks, and develop mitigation strategies to ensure customer success.
• Collaborate with customers to create and execute success plans, including optimization opportunities and expansion initiatives.
• Monitor customer health metrics and proactively address potential issues to prevent churn.
• Partner with internal teams (sales, support, product) to resolve escalations and deliver exceptional service.
• Provide product expertise, best practices, and training to empower customers' NetSuite usage.
• Identify upsell and cross-sell opportunities while maintaining a customer-centric focus.

Qualifications

• 5+ years of SaaS customer success, account management, or consulting experience.
• Proven track record working with Oracle NetSuite or similar ERP/CRM platforms.
• Strong understanding of cloud-based financial and operational business processes.
• Excellent communication and relationship-building skills with C-suite and end-user audiences.
• Analytical mindset with experience using customer success tools (e.g., Gainsight, Salesforce).
• Bachelor's degree in Business, Finance, or related field; NetSuite certifications preferred.

Benefits

• Competitive base salary plus performance-based incentives.
• Comprehensive health, dental, and vision insurance coverage.
• 401(k) matching and employee stock purchase program.
• Flexible remote work arrangement with generous PTO policy.
• Professional development stipend and NetSuite certification reimbursement.