Customer Success Manager

Job Overview

• Job Type: Full-time
• Location: Houston, Texas preferred (hybrid work environment) / Remote Potential
• Immediate Supervisor: Chief Customer Officer
• Travel: Some travel necessary for in-person strategic customer meetings & internal events
• Salary Range: $70,000–$80,000 annually, plus eligibility for a variable incentive compensation plan.

With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics.

With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.

As a Customer Success Manager at PCS Software, you will manage a portfolio of approximately 75+ Mid-Market-tier customers. You will be responsible for driving customer retention, satisfaction, and growth through efficient relationship management s role requires exceptional time management, the ability to balance multiple accounts simultaneously, and strong responsiveness to customer health triggers. You will dedicate approximately 10 hours per customer per year, conducting bi‑monthly operational meetings, annual business reviews before renewals, and proactive trigger‑based outreach.

Your ability to efficiently manage 2‑3 customer meetings per day while maintaining high‑quality relationships will be critical to success in this role.

Customer Relationship Management at Scale

• Manage a portfolio of approximately 75+ Mid‑Market accounts with efficiency and excellence, conducting 2‑3 customer meetings per day on average.
• Build and maintain strong relationships with key stakeholders across multiple customer organizations simultaneously.
• Develop deep understanding of each customer's business, operational workflows, and success criteria to provide tailored guidance.
• Set strategic direction for customer's use of PCS Software through consultative engagement and best practices sharing.

Customer Engagement & Business Reviews

• Conduct bi-monthly operational check-in meetings (6‑8 per year) to monitor platform adoption, usage, and satisfaction.
• Deliver one annual business review per customer, scheduled strategically before renewal, to demonstrate value and identify growth opportunities.
• Conduct trigger-based outreach when customer health scores decline or usage patterns indicate potential risk.
• Participate in monthly internal health reviews with the Customer Success team to identify at‑risk accounts and expansion opportunities.
• Facilitate quarterly group training sessions and best‑practice sharing webinars for Mid-Market customers.

Renewal Management & Revenue Growth

• Manage contract renewals proactively for all Mid‑Market accounts with minimal back‑and‑forth negotiation.
• Achieve annual retention targets of greater than 90% for Mid‑Market accounts and contribute to Net Revenue Retention (NRR) targets of greater than 100%.
• Identify and drive expansion revenue opportunities through upsells and cross‑sells where appropriate.
• Execute efficient account management strategies to achieve revenue targets across your portfolio.

Proactive Health Monitoring & Risk Management

• Monitor customer health scores and usage metrics daily to identify early warning signs and intervention opportunities.
• Respond quickly to health score triggers (within 5 days for yellow flags, 2 days for red flags) with targeted outreach.
• Proactively escalates at‑risk customers to leadership and collaborates cross‑functionally to resolve issues.
• Identify opportunities and risks within customer organizations and present recommendations to drive positive outcomes.

Product Expertise & Customer Education

• Maintain strong working knowledge of PCS Software TMS product features, updates, and roadmap.
• Recommend best‑practice use cases based on understanding of customer's business and operational needs.
• Provide training and education to drive…