Customer Success Manager

Summary

RUX Software is a fast-growing Microsoft Business Central ISV serving clients globally across equipment rental, construction, scaffolding, trenching/shoring, oilfield services, medical equipment, and related industries. The Customer Success Manager is responsible for ensuring customer value realization, managing retention and renewals, conducting business reviews, developing success plans, and identifying expansion opportunities in partnership with Sales.

Responsibilities

• Customer Value Realization
• Ensure customers achieve defined success outcomes
• Drive product adoption and usage growth
• Monitor health scores and risk indicators
• Proactively identify gaps in value realization
• Retention Management
• Own renewal readiness and forecasting
• Mitigate churn risks early
• Conduct business reviews (QBRs / EBRs)
• Develop documented success plans
• Expansion & Growth
• Identify expansion opportunities (seats, modules, usage)
• Partner with Sales on upsell execution
• Position additional value use cases

Skills

• Relevant experience and demonstrated capability appropriate to the scope and level of the role
• Strong communication, collaboration, judgment, and accountability for results
• Experience in SaaS, ERP, Microsoft Dynamics 365 Business Central, or RUX customer industries is beneficial where applicable

Qualifications

Must Haves

• Relevant experience and demonstrated capability appropriate to the scope and level of the role
• Strong communication, collaboration, judgment, and accountability for results

Nice to Haves

• Experience in SaaS, ERP, Microsoft Dynamics 365 Business Central, or RUX customer industries is beneficial where applicable

Benefits

• Remote opportunity in Canada or the United States