Customer Success Manager

Customer Success Manager 

Location: US, or Canada (Remote) 

Department: Customer Success 

Reports To: VP of Customer Success / Chief Operating Officer 

About Soutron Global 

Soutron Global is an internationally recognized provider of cloud-based, scalable information management systems for corporate archives, libraries, information/knowledge hubs, and museums. Since 1989, we have been the longest-serving supplier of library and information management software in the UK market, with an expanding presence in North America, Europe, and Asia. 

Our mission is to help organizations transform how they manage, access, and preserve their most valuable information assets. As we continue our global expansion across multiple product lines, we are seeking a Customer Success Manager who combines deep B2B SaaS Customer Success expertise with the operational rigor to scale a best-in-class, tiered post-sales program. 

Role Overview 

The Customer Success Manager will lead the continuous improvement of the people, process, and technology that power Soutron Global's post-sales customer experience. This is a player-coach role: the leader will personally own a strategic book of business while operationalizing a tiered Customer Success model that spans a low-touch / high-engagement program for SMB customers and a high-touch / high-engagement program for enterprise and government customers. The CSM will be the architect of our renewals, expansion, churn-mitigation, and cross-sell / upsell motions across a multi-product portfolio, while serving as the data-driven voice of the customer to Sales, Product, and Marketing. They will build, mentor, and scale the team, and operationalize our Customer Success tech stack (Gong, HubSpot, Maxio, Confluence, JIRA) to drive measurable improvements in gross retention, net retention, and renewals pipeline health. 

Key Responsibilities 

Customer Success Program Leadership 

• Own the continuous improvement of people, process, and technology to deliver a best-in-class Customer Success program across the global customer base. 

• Design, operationalize, and continuously refine a tiered engagement model: low-touch / high-engagement for SMB and high-touch / high-engagement for enterprise and government customers. 

• Define and instrument a customer health framework that combines product usage, sentiment, support, and commercial signals to drive proactive intervention. 

• Serve as a player-coach by personally owning a strategic book of business while leading and developing the broader CS team. 

Renewals, Retention & Commercial Motions 

• Develop, document, and drive adoption of playbooks for renewals, expansion, churn mitigation, and at-risk recovery across all customer segments. 

• Build and maintain a predictable renewals pipeline with rigorous forecasting, risk scoring, and stage-gate discipline. 

• Partner with Sales on cross-sell and upsell motions across our multi-product portfolio, ensuring CS surfaces qualified expansion opportunities and supports complex multi-product land-and-expand strategies. 

• Drive measurable improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value. 

Technology, Data & Operations 

• Operationalize and continuously optimize the Customer Success tech stack, including Gong, HubSpot, Maxio, Confluence, and JIRA. 

• Evaluate, recommend, and implement best-in-class additions to the CS tech stack (e.g., dedicated CS platforms, digital engagement tooling, AI/agentic workflows). 

• Define and own the KPI framework that drives renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and CS team productivity. 

• Build dashboards and reporting cadences that provide leadership and the Board with a clear, data-driven view of customer health and commercial outcomes. 

Team Leadership & Development 

• Recruit, develop, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments. 

• Build career paths, performance frameworks, and enablement programs that grow CS talent at scale. 

• Foster a culture of accountability, customer obsession, collaboration, and continuous improvement. 

Cross-Functional Collaboration & Voice of the Customer 

• Act as the data-driven voice of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmap, GTM, and lifecycle programs. 

• Partner with Sales leadership on segmentation, joint account planning, handoffs, and shared revenue accountability. 

• Partner with Product on adoption, feature feedback, beta programs, and customer advisory boards. 

• Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications. 

M&A and Portfolio Integration 

• Where applicable, lead the integration of acquired businesses, customer bases, and product lines into the unified Customer Success program. 

• Harmonize playbooks, tooling, segmentation, and KPIs across legacy and acquired portfolios to deliver a single, coherent customer experience. 

Qualifications 

Education & Background: 

• Bachelor's degree required; or relevant advanced degree a plus. 

• 7+ years of progressive experience in B2B SaaS Customer Success, with at least 3+ years in a leadership / player-coach capacity. 

• Demonstrated success operating across both SMB (low-touch / high-engagement) and enterprise / government (high-touch / high-engagement) segments. 

Functional & Commercial Expertise: 

• Proven track record building and operationalizing tiered Customer Success programs at scale. 

• Hands-on experience developing and executing playbooks for renewals, expansion, churn mitigation, and cross-sell / upsell in a multi-product environment. 

• Strong commercial acumen with direct accountability for renewals pipeline, GRR, and NRR. 

• Experience integrating acquired businesses and product lines into a unified Customer Success program is a strong plus. 

Technology & Data Fluency: 

• Hands-on experience implementing and optimizing best-in-class CS tech stacks; working knowledge of Gong, HubSpot, Maxio, Confluence, and JIRA strongly preferred. 

• Strong data fluency: comfortable defining KPIs, building dashboards, and using data to drive decisions and team performance. 

• Familiarity with modern AI / automation approaches to scaling CS operations is a plus. 

Leadership & Communication: 

• Demonstrated ability to recruit, develop, mentor, and retain high-performing Customer Success teams. 

• Excellent stakeholder management and executive communication skills across customers, peers, and the leadership team. 

• Strong cross-functional collaboration skills with Sales, Product, Marketing, and Engineering. 

Why Join Soutron Global? 

• Be part of a company with 35+ years of industry leadership in library and information management software. 

• Shape and scale a best-in-class Customer Success program serving prestigious customers including law firms, corporations, government agencies, and cultural institutions. 

• Build the playbooks, frameworks, and tech stack that will define the next phase of our global growth. 

• Work alongside an exceptional leadership team backed by experienced private equity partners committed to scaling the business globally and through M&A.