Sr Pncpl Customer Success Mgr

Overview

In this role you drive health, retention, and growth for Deltek’s strategic professional services accounts. You’ll build executive relationships, align Deltek solutions to customer objectives, and lead onboarding and adoption to maximize value. You’ll work cross-functionally to ensure a seamless customer experience and advocate for the voice of the customer. You’ll operate with data-driven insights to guide risk management and growth opportunities, delivering measurable business impact.

Responsibilities

• Build strong relationships with enterprise stakeholders and act as a trusted advisor
• Lead onboarding and drive adoption to maximise customer value
• Develop and execute success plans focused on retention and growth
• Identify and mitigate risks, owning resolution plans
• Drive customer advocacy through references, case studies, and events
• Lead Executive Business Reviews with insights and strategic recommendations
• Deliver data-driven presentations to senior stakeholders and steering committees
• Partner with Sales on account strategy including renewals and upsell
• Support commercial discussions while maintaining long-term relationships
• Share accountability for renewal and growth targets
• Collaborate with Sales, Product, Support, Services, and Cloud teams to deliver outcomes
• Oversee implementations and ensure customer success across the lifecycle
• Escalate risks and feedback to internal teams
• Maintain accurate account data, success plans, and health metrics in Gainsight/Salesforce
• Provide clear reporting and insights to leadership
• Contribute to team growth through mentoring and knowledge sharing
• Continuously develop expertise in products, industry trends, and Customer Success best practices

Key requirements

• Experience managing enterprise SaaS or ERP customers (Maconomy preferred)
• Strong commercial acumen and ability to link technology to business value
• Excellent stakeholder management, communication, and presentation skills
• Proven ability to manage multiple accounts and priorities
• Experience working cross-functionally in complex organisations
• AI literacy and ability to apply tools to improve productivity and client outcomes
• Self-starter with strong problem-solving and organisational skills

• stakeholder management
• communication
• presentation
• Gainsight
• Salesforce
• AI literacy/tools for productivity

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