Senior Customer Success Manager(m/w/x)

# Senior Customer Success Manager **DEU Frankfurt Hybrid** | **Full time** **Position Summary:** 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:** * Own and drive strategic relationships with a portfolio of enterprise accounts, serving as the primary point of contact and trusted advisor. * Develop and execute strategic success plans that outline critical success factors, KPIs, potential risks, and tailored recommendations to maximize customer value. * Lead and conduct high-impact Executive Business Reviews (EBRs), engaging C-level and senior stakeholders to drive business outcomes and expansion opportunities. * Advocate for customers internally, proactively managing escalations and ensuring seamless collaboration across PROS teams to resolve issues and enhance customer satisfaction. * Monitor and drive product adoption, ensuring customers realize the full value of PROS solutions while identifying opportunities for growth and optimization. * Develop account expansion strategies, identifying upsell and cross-sell opportunities and collaborating with Sales to drive long-term customer success and revenue growth. * Establish deep relationships with executive sponsors, positioning PROS as a strategic partner and trusted advisor in their digital transformation journey. * Educate and guide customers on best practices, self-service tools, and release processes to ensure continuous success and engagement. * Maintain a deep understanding of PROS products and services, acting as a thought leader and industry expert to advise customers effectively. * Oversee key commercial aspects of the customer relationship, including contract renewals, invoicing, and accounts receivable, ensuring smooth business operations. * Lead cross-functional collaboration with internal teams (Product, Sales, Support, and Professional Services) to drive customer satisfaction and advocacy. **Required Qualifications – About You:** We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors: * Proven leadership experience in Customer Success (minimum 5-7 years), Professional Services, or Sales, managing complex enterprise accounts and executive relationships. * Strategic thinker with a strong business acumen, capable of aligning customer needs with PROS solutions to drive long-term success. * Exceptional executive presence and communication skills, with the ability to engage C-suite and senior stakeholders effectively. * Bachelor’s degree in business, computer science, engineering, math, or revenue management; MBA preferred. * Results-driven and highly organized, with a track record of meeting and exceeding retention, expansion, and customer satisfaction goals. * Strong problem-solving and negotiation skills, with the ability to manage escalations and complex customer scenarios proactively. * Proactive and self-sufficient, comfortable working independently while fostering strong internal collaboration. * Process-oriented and committed to continuous improvement, with experience driving efficiency in customer success operations. * Willingness to travel up to 50% (domestic and international). * Fluent in English. **Skills & Personal Characteristics:** * Ownership * Innovation * Care ## 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.