Senior Customer Success Manager

PROS Holdings, Inc. (NYSE: PRO) is leading the shift to modern commerce, helping competitive enterprises create a personalized and frictionless experience for their customers. Powered with Dynamic Pricing Science, PROS solutions make it possible for companies to price, configure and sell their products and services with speed, precision and consistency across all sales channels. Our customers lead their markets across more than 10 sectors, and benefit from 30 years of accumulated knowledge and data science infused into our purpose-built solutions. PROS drives more than 200 million prices and 1.7 billion forecasts every day for enterprises in more than 30 industries around the globe. Our mission is to help companies and the people who work for them outperform. To learn more, visit pros.com.

Position Summary The Senior Customer Success Manager is responsible for ensuring a competitively differentiated post-sales customer experience and driving our recurring revenue renewal process and results for all customers in North and South America. This role reports to the Senior Director, Global Customer Success and will be peers with our leaders responsible for Professional Services, Training, and Support in the Americas. This role will be a key member of the leadership team of the broader Customer Experience and Engagement team at PROS. The ideal professional for the Senior CSM role will possess a motivational leadership style and a warm approach in working with customers. He/she will have the experience and strategic instincts to drive improved advocacy for customer experience in all post-sales operations, and to lead a strategic customer account management process that ensures successful customers and identifies opportunities to grow our customer relationships. He/she will also need the skills to scale the organization and to operate successfully in a global, multi-channel, and matrix environment.

Description As a Senior Customer Success Manager (CSM), you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. You will be responsible for the adoption and continued satisfaction with the PROS solutions. 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.

A Day in the life of the Senior Customer Success Manager - About the role 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 for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations. Conduct regular meetings, including Executive Business Reviews, with the client stakeholders and make recommendations 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 providing PROS with an understanding of their overall business needs as they relate to our products. Conduct regular meetings with the client and make recommendations to ensure continued success and value realization with PROS Product Solutions. Proactively identify key opportunities to expand and deepen the footprint of the offerings at our customer accounts - land and expand. Establish and deepen C-level and business process owner relationships across the client. Understands key relationships on the customer side, and works to build relationships with peers, influencers and decision makers. 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. Can effectively negotiate account issues with customer stakeholder/ counterparts, such as collections or support issues. 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. Understands the current PROS go-to-market strategies and can help the customer understand PROS' unique differentiation to solve business issues within the industry verticals. Contributes to evolving GTM strategies through providing feedback of what our teams are observing within the industry. Understands customer issues and develops strategies to communicate, manage and mitigate the risks and issues. Works within the PROS organization to obtain support for risk mitigation efforts within the portfolio. Actively develops executive contacts within the organization. Confident and capable of managing and delivering product issue and improvement meetings with necessary product teams on behalf of Customer Success.

Qualifications and Skillset Experience in the airline industry: Extensive knowledge and experience working within the airline industry, preferably in a customer-facing role. Understanding of the industry's dynamics, challenges, and customer expectations. Customer success expertise: Proven track record of successfully managing and growing customer relationships, preferably in a senior or leadership capacity. Demonstrated ability to drive customer satisfaction, retention, and expansion. Strong technical background: In-depth understanding of Revenue Management, commercial functions and Airline AI. Familiarity with airline industry-specific AI applications such as revenue management, demand forecasting, personalization, or customer experience optimization. Analytical skills: Proficient in analyzing complex data sets, identifying patterns, and deriving actionable insights. Ability to leverage data-driven approaches to develop customer success strategies, identify opportunities for improvement, and measure success metrics. Communication and interpersonal skills: Excellent verbal and written communication skills, with the ability to effectively articulate complex concepts and technical information to both technical and non-technical stakeholders. Strong interpersonal skills to build rapport, establish trust, and manage relationships with diverse customers and internal teams. Leadership and teamwork: Experience leading a team or collaborating with cross-functional teams to achieve common goals. Ability to mentor and guide junior customer success managers, and work collaboratively with sales, marketing, product, and support teams to deliver exceptional customer experiences. Problem-solving and proactive mindset: Strong problem-solving skills to identify and address customer challenges, provide innovative solutions, and proactively anticipate customer needs. Ability to thrive in a fast-paced and dynamic environment, adapting quickly to changing circumstances. Business acumen: Understanding of business strategy and the ability to align customer success initiatives with overall business objectives. Knowledge of revenue models, key performance indicators (KPIs), and financial metrics relevant to the airline industry. Customer advocacy: Passion for advocating on behalf of customers, representing their interests, and influencing internal stakeholders to deliver customer-centric solutions. Dedication to ensuring customer satisfaction, loyalty, and long-term partnerships. Continuous learning and adaptability: Demonstrated commitment to staying updated with industry trends, emerging technologies, and best practices in customer success. Willingness to adapt and learn new skills as the airline industry and AI landscape evolve.

Educational Qualifications and Experience Bachelor's degree: A bachelor's degree in a relevant field such as Business Administration, Marketing, Computer Science, Information Technology, or a related discipline. A strong academic foundation provides a broad understanding of business principles and technical concepts. Master's degree (optional): A master's degree in a relevant field can be beneficial, although it may not be a strict requirement. A Master of Business Administration (MBA), Master of Science in Computer Science or a related field can provide advanced knowledge and specialized skills. Industry-specific experience: Prior experience in the airline industry is highly desirable, as it helps in understanding the unique challenges, dynamics, and customer expectations specific to the industry. Ideally, 3-5 years of experience in the airline industry or a closely related field would be beneficial. Industry-specific training: Participation in workshops, seminars, or training programs specifically focused on the airline industry or AI in aviation can demonstrate a commitment to professional development and a deeper understanding of industry-specific challenges. Minimum experience: Typically, a minimum of 5-7 years of experience in customer success or a related field is expected for a senior-level position. This experience should include a track record of successfully managing customer relationships and driving customer satisfaction. AI-related experience: Experience or exposure to AI technologies, machine learning, or data analytics is valuable in a role that focuses on AI in the airline industry. While specific years of experience may not be mandated, a solid understanding of AI concepts and applications is expected, either through practical experience or relevant projects. Leadership and management experience: As a senior-level role, experience in leadership or management positions is often required. This could include managing teams, leading cross-functional projects, or overseeing customer success strategies at a strategic level. Typically, 2-4 years of leadership experience may be expected.

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won't stop until we've delivered on our promises. We're committed to the success of our customers. That's why we think harder and dream bigger - so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Work Environment:

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.

R2735

Remote/Remotely/Tele/Telecommute/From home

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