Customer Success Manager

Intro

Empowering Business with innovative software solutions, we develop cutting-edge, adaptable, and integrated solutions for Microsoft & NetSuite environments - helping businesses thrive with tailored software enhancements. Our product range from collaboration & productivity, security, Compliance & Governance, and Oracle NetSuite tools to help maximize your software ecosystem capabilities & investments.

The Value

SnapOn Software understands that people are our greatest strength. We always put our talented people first and invest heavily in their learning and career opportunities. We consistently provide amazing opportunities to learn, innovate and lead. We combine advice with action to develop experts that are knowledgeable and passionate about what they do. SnapOn Software is committed to developing a culture built on integrity, collaboration and growth, and is proud to be an equal opportunity employer. In addition, as part of our growing global network, there are opportunities to work with international teams and clients, or even help lead our global expansion.

The Grind

We have been recognized for being the best at what we do, but we are working smart to do even better and that all starts with you. We are a rapidly growing company at the interchange of business and technology which requires entrepreneurial tenacity, motivation to learn, and enterprise building initiative.

No matter your role, you will be an integral member of the team, focusing on engagements of varying sizes and across diverse industries. In our progressive environment, the projects you work on will drive your learning and accelerate your business acumen and technical expertise.

The Talent

As a Customer Success Manager at SnapOn Software, you play a pivotal role in ensuring customers gain maximum value from our Microsoft 365 products and Appficiency NetSuite products. You'll manage a portfolio of customer accounts, serving as their trusted advisor throughout the customer lifecycle from onboarding and adoption to renewal and growth. This role is suited for individuals with experience in customer success who can operate with independence, demonstrate sound judgment, and maintain strong, value-driven customer relationships.

The Commitment

• Lead onboarding for new customers, ensuring a smooth transition and effective adoption of Microsoft 365 and Appficiency NetSuite products.
• Build and maintain strong relationships with customers, acting as the main point of contact and trusted partner in driving product success.
• Manage day-to-day customer communication, coordinating with technical support and development teams to resolve issues efficiently.
• Deliver product demons alongside the Sales team, articulating value and functionality of Microsoft 365 and Appficiency NetSuite products to prospective and existing customers.
• Support customer trials and proof-of-concepts (POCs), guiding setup and configuration, and ensuring successful evaluation experiences.
• Conduct proactive account health reviews to identify risks, improvement opportunities, and areas for product enhancement.
• Collaborate with Sales to manage renewals, prepare quotations, and process renewals through to completion.
• Identify and drive upsell opportunities within the existing product portfolio to support customer growth and retention.
• Partner with Product and Development teams to escalate issues, provide customer feedback, and communicate product updates and new releases.
• Create and deliver product-focused communications such as release notes, customer webinars, and updated documentation.
• Maintain accurate records of customer activities, product usage insights, and key metrics such as retention, renewals, and satisfaction scores.
• Collaborate cross-functionally with internal teams to ensure a seamless and consistent customer experience.

The Talent

• 4+ years of progressive experience in Customer Success, Account Management, or Product Support within software or SaaS environments (or equivalent).
• Demonstrated experience with Microsoft 365 products and practical exposure to NetSuite (Appficiency NetSuite or similar ERP platforms).
• Proven ability to deliver product demos and run customer trials/POCs end-to-end.
• Experience owning renewals and commercial activities (quotations, invoicing, renewal execution).
• Strong relationship management skills with experience owning a portfolio of accounts and dealing with escalations.
• Capable of mentoring junior colleagues and contributing to team knowledge and processes.
• Strong analytical skills — comfortable using product usage data and CS metrics to inform actions and reporting.
• Excellent verbal and written communication, presentation skills, and comfort speaking to technical and business stakeholders.
• Organized and self-directed, with the ability to manage multiple accounts, timelines, and priorities.
• Bachelor's degree in Business, Information Systems, or related field preferred, or equivalent experience.
• Experience supporting multi-regional customers or working in a global environment is a plus.