Customer Success Manager

PROS Holdings, Inc. (NYSE: PRO) provides AI‑powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

As a Customer Success Manager (CSM), you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. The CSM is introduced to the client during the Sales process and assumes full account ownership upon contract signing. The CSM will regularly provide best practice recommendations, partnering with the client to drive value and increase customer return on the investment through the effective use and adoption of the solution.

The CSM serves as an internal advocate for the client, helping to drive change when necessary to help the client achieve their business objectives, and is also an external advocate for PROS to ensure PROS enjoys the expected benefits of the customer relationship.

• Manage a portfolio of enterprise accounts.
• Maintain overall responsibility for managing the customer relationship.
• Be responsible for product adoption, renewals, customer satisfaction, and references on those accounts.
• Develop success plans outlining critical success factors, metrics for success, potential issues, and recommendations.
• Conduct regular meetings, including Executive Business Reviews, with client stakeholders to ensure continued success with PROS Product Solutions.
• Leverage internal PROS processes and protocols to resolve critical customer escalation issues and serve as the chief advocate for the customer internally at PROS.
• Monitor and facilitate the customer’s adoption of PROS solution features and functionality while understanding their overall business needs.
• Proactively identify key opportunities to expand and deepen the footprint of the offerings at customer accounts (land and expand).
• Establish and deepen C‑Level and business process owner relationships across the client.
• Educate clients on self‑service tools, release processes, and other programs to ensure a successful partnership.
• Maintain working knowledge of each of the PROS product and service offerings.
• Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship.
• Identify and secure new sales opportunities of PROS products and services and ensure renewal of maintenance and subscription contracts.

• Proven experience managing key account relationships at the Success Manager and C‑suite level and managing project implementations.
• Strong expertise in managing full‑lifecycle SaaS implementation with large complex clients.
• Bright:
  Bachelor’s degree in computer science, engineering, math, revenue management, or a similar field (master’s in business administration preferred).
• Street smart:
  Self‑starter and problem‑solver, resourceful and ruthlessly pragmatic.
• Open book:
  Communicate crisply and transparently in all actions and words.
• Manages down, around, and up with enthusiasm and without playing politics.
• Well organized; confident working independently while being a strong team player.
• Process oriented and willing to follow and take ownership of enhancing organizational processes designed to ensure efficient, consistent customer relations.
• Willing to travel up to 50% of the time (both domestic and international).

Language requirement – Fluent English (German or French fluency is an advantage).

• Use AI tools to enhance efficiency and creativity, applying them to automate tasks, generate insights, or improve day‑to‑day decision‑making.
• Stay curious and open to new technologies, regularly exploring AI‑driven solutions to elevate team performance and customer impact.
• Demonstrate a growth mindset, experimenting with AI capabilities—from content generation to predictive analytics—to fuel continuous innovation in their role.

Demons…