Customer Success Manager in Leeds

Location: United Kingdom - Virtual Office

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain. We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

Job Description

The Customer Service Manager (CSM) role at QAD is a critical part of QAD’s Go-To-Market organization, focusing on revenue retention and growth within our current customer base. The CSM will drive use case adoption and lead business value demonstration across the customer lifecycle, working to increase satisfaction, retention, renewals, references and upsells for their product portfolio. The CSM is expected to interact appropriately with customer personnel at all different levels, from technical contributors to C-suite executives, and leverage appropriate resources inside across QAD functions to maintain overall customer health. Success in this role will be measured and rewarded by key performance metrics including renewal (GRR) and upsell (NRR), customer engagement (NPS, conference attendance, referenceability) and key milestones (e.g. adoption of new products).

Availability and Travel:

• Flexible hours that may vary day to day, based on customer needs and milestones.
• Up to 25% domestic travel, for customer visits, industry conferences and QAD meetings.
• Occasional international travel.
• The role is fully remote located in the UK.

What will you do:

• Serve a selected group of customers as part of a cross-functional account team.
• Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward.
• Build trusted advisor relationships with executive sponsors and key stakeholders.
• Monitor health scores, usage data and other KPIs to proactively address account risk.
• Demonstrate ability to meet revenue goals and customer engagement targets.
• Conduct Strategic Business Reviews in collaboration with the account team.
• Maintain required customer data in QAD systems of record.
• Support deal execution as needed, including customers procurement group.
• Responsible for “Customer Journey” artifact development, maintenance; and delivery.
• Develop technical and business expertise in QAD’s product and services offerings.
• Brief internal stakeholders, including top management, on customer status and issues.
• Notify Sales of new leads and opportunities for existing customers.
• Apply critical thinking skills to evaluate the implications of analysis results.
• Influence team direction and decision-making processes.
• Anticipate client needs and proactively suggest solutions or additional services.
• Proactively seek opportunities to collaborate with colleagues across different functions.
• Contribute to or lead internal GTM process improvement initiatives.

Qualifications

• Bachelor’s or Master’s degree with 5+ years of related experience.

Must Have:

• Demonstrated success supporting enterprise-level software accounts.
• Strong communication, presentation and relationship-building skills.
• Data-driven approach to customer health metrics and usage analytics.
• Ability to maintain a positive and professional attitude, even under pressure.
• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (i.e. Gainsight).

Nice to Have:

• Subject matter expert in ERP product domains, including Manufacturing, Finance, Distribution, Supply Chain Planning, Supplier Relationship Management, EQMS, Global Trade and Transportation Execution.
• Secondary European language fluency (French, German).

Additional Information About QAD:

QAD | Redzone is redefining manufacturing and supply chains through its intelligent, adaptive platform that connects people, processes, and data into a single System of Action. With three core pillars — Redzone (frontline empowerment), Adaptive Applications (the intelligent backbone), and Champion AI (Agentic AI for manufacturing) — QAD | Redzone helps manufacturers operate with Champion Pace, achieving measurable productivity, resilience, and growth in just 90 days. QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.