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Customer Success Manager, ERP



Customer Service, Sales & Business Development
Posted on Friday, July 14, 2023

About Us:

Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems.

We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications.

The Role:

The Customer Success Manager works with a set of assigned Datacor ERP customers in the Chemical and Food & Beverage manufacturing/distribution verticals. This person will grow recurring revenue by helping to improve adoption across the Datacor product suite, increase retention, and identify and close new upsell opportunities. They will also develop deep relationships at numerous levels within customers’ organizations. They are customer obsessed and a team player with strong fundamental sales capabilities.


  • Grow recurring revenue and boost net retention for assigned book of business
  • Develop and execute engagement plans to maximize customer value
  • Nurture deep, trusted-advisor relationships with various roles, including executive level and decision makers and be the first point of contact for any escalation
  • Lead business process reviews with customers to uncover customer priorities and key business problems and match them against new features and products that may provide additional value to their businesses
  • Identify, track, and close opportunities for upsell and cross-sell in collaboration with Solution Consulting and Implementation
  • Prime assigned customer base for renewals in collaboration with Renewals Team
  • Serve as a customer advocate with relevant internal teams
  • Coordinate internal Datacor resources across various teams to ensure customer satisfaction
  • Keep track of customer progress on key projects and implementations
  • Manage client expectations regarding the delivery of Datacor products and services

Key Objectives:

Within the first year of employment, a successful CSM will:

  • Establish bi-annual review sessions with top 25% customers within assigned base
  • Be aware of key projects, strategic objectives, and specific challenges within assigned base
  • Build pipeline for upsell/cross-sell
  • Own an ARR quota in net-new upsell after ramp up
  • Identify any at-risk customers and lead coordination of retention efforts
  • Manage and create new relationships across all levels with customer base


  • Bachelor's degree
  • Background in B2B enterprise software/SaaS sales, Customer Success, Account Manager or similar role
  • Ability to synthesize complex issues and communicate clearly to clients and internal stakeholders
  • Proven ability to lead customers through large, complex projects and demonstrate strong project management skills
  • Strong ability to understand technical concepts and problem solve
  • Excellent written and verbal communication skills
  • Understanding of process manufacturing/distribution/lean manufacturing concepts and ERP/MES software in the Chemical and Food & Beverage industry is preferred
  • Strong foundation in sales methodologies/frameworks such as MEDDICC, Force Management, Challenger Sales, etc. is preferred

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