Job Details

Customer Success Manager

Remote, Reports to Director of Customer Success

Job Overview

Specright is looking for a Customer Success Manager (CSM) to drive long-term success for our customers, reduce churn, and surface expansion opportunities. As a CSM, you will be the primary relationship manager post-implementation, working cross-functionally to ensure customer satisfaction, optimize adoption of our platform, and identify growth opportunities. The ideal candidate is passionate about delivering excellent customer outcomes and confident in managing both technical and strategic conversations.

About Specright

Specright is the first purpose-built, patented platform for Specification Management. Whether it's packaging, raw materials, formulas, products, or machines, Specright helps companies digitize, map, and take action across their supply chain to reduce costs, increase profitability, and drive sustainability. Specright serves customers across industries, including packaging, food and beverage, consumer packaged goods, pharmaceutical, retail, industrials, and more. Recognized as a leader in Specification Management, Specright was named to the Deloitte Fast Technology 500 list in 2024, one of Fast Company's Most Innovative Companies for 2023, had three executives honored as Supply & Demand Chain Executive Pros to Know in 2023 and won Food Logistics' 2022 Top Software & Technology Provider award. For more information, visit: www.specright.com.

About the role

Customer Advocacy & Relationship Management

• Act as the primary point of contact post-implementation, continuing to create champion relationships with key stakeholders and driving business value from implementation to renewal
• Engage with customer Champion and primary users, and then facilitate Sales Rep & Leadership engagement with Economic Buyer as needed
• Serve as a trusted advisor, aligning platform usage to customers' strategic goals
• Lead proactive outreach and cadence calls to monitor satisfaction and adoption
• Execute robust, data rich Quarterly Business Reviews
• Execute timely weekly and/or monthly customer check-ins

Customer Adoption & Engagement

• Monitor customer login and usage metrics and own Customer Health Score to identify any downward trends or gaps that may require additional attention at any point during the customer journey
• Drive usage of Specright features, ensuring customers get the most value
• Ability to demonstrate any/all aspects of the standard Specright platform when needed by your AM partner or your customer to answer questions
• Analyze customer usage metrics and health scores to identify risks or expansion opportunities

Cross-Functional Collaboration

• Provide guidance on customer issues, difficulties, or needs - routing to Customer Support, Sales, or Leadership when applicable
• Your key business partner within Specright will be the Account Manager, who will be responsible for managing a set of Specright customer's business relationships
• Provide customer feedback to influence product roadmap decisions

Expansion & Retention

• Lead, manage and execute renewal and software expansion strategies across your portfolio, partnering with Account Executive, Account Managers, Professional Services and Sales Operations
• Identify and support upsell and cross-sell opportunities (e.g., new departments, use cases, modules, or services)
• Support contract renewal planning and customer lifecycle management
• Define and execute data-focused plays that align with customer goals and KPIs

About you

• 5+ years of customer-facing SaaS experience in Customer Success, Account Management, or related roles
• You are well versed in product capabilities and how they align to business value
• Experience in manufacturing, consumer goods, packaging, or supply chain preferred
• Strong customer advocacy mindset and ability to navigate complex organizations
• Excellent communication, relationship-building, and presentation skills
• Problem-solving mindset with the ability to manage technical and strategic conversations
• Experience with Salesforce and other customer success tools
• BA/BS degree required

Your typical day might include

• Meeting with key project owners at our key accounts
• Performing KYC activities
• Being the driving force behind several concurrent implementations
• Leading Specification Management consulting and best practices sessions
• Defining and documenting adoption and expansion strategies for your customer portfolio
• Providing input to the Specright product roadmap based on feedback from customers
• Interaction with just about all teams at Specright-- sales, ENG, marketing, product, data
• Updating Salesforce Customer Success data for reporting, dashboards and Specright leadership on a regular cadence
• Travel to customer premises required from time to time

Compensation

• Competitive salary commensurate with experience
• Equity participation
• Full benefits package that includes health, life, dental, 401k, etc.