General Summary

We are seeking a dynamic SMB Customer Success Manager who will be at the heart of shaping the customer journey for Siemens Digital Industries Software. In this role, you will directly influence how our customers experience Siemens—from their very first onboarding interaction through long-term adoption, retention, and account growth.

As a CSM, you will manage a high-volume portfolio of customers through both direct engagement and scalable digital programs. Your mission is to ensure customers realize business value quickly, adopt our solutions deeply, and remain loyal advocates of Siemens. By partnering closely with the Siemens account teams, you will help customers achieve measurable outcomes while contributing to account expansion and growth.

The Customer Success Organization at Siemens DI SW plays a critical role in ensuring long-term subscription renewals, driving customer adoption, and creating impactful customer experiences that expand market share and deliver growth.

Key Responsibilities

• Deliver world-class onboarding experiences that set customers up for long-term success and value realization.
• Manage a portfolio of ~200 accounts using a mix of direct engagement and scalable, digital-first strategies.
• Drive customer adoption and retention by ensuring customers maximize the value of Siemens solutions.
• Monitor adoption metrics and proactively identify at-risk accounts; design and execute strategies to re-engage them.
• Collaborate with Siemens account teams to build joint success plans, align on renewal and expansion strategies, and identify growth opportunities.
• Partner with Services, Support, and Marketing to deliver a seamless and impactful end-to-end customer experience.
• Act as a trusted advisor to customers, helping them connect product capabilities with measurable business outcomes.
• Capture customer insights and feedback to influence Siemens’ product roadmap, services, and communication strategies.
• Champion customer advocacy within Siemens and ensure every interaction adds value to the customer journey.
• Track, analyze, and report on key success metrics including renewals, adoption, retention, and growth.

Must-Have Qualifications

• 5+ years of Customer Success, Customer Management, or related experience with SMB-level customers.
• Bachelor’s degree in computer science, Business Administration, or a related field (or equivalent experience).
• Strong background in SaaS/ HSaaS, with proven experience managing high-volume customer portfolios.
• Excellent communication and relationship management skills, ability to influence at all levels.
• Fluent in English and Spanish (both verbal and written).
• Proven ability to guide customers toward achieving business value and long-term outcomes.

Preferred Qualifications

• Experience working with CRM or Customer Success tools.
• Knowledge or hands-on experience in CAD or PLM software (a strong advantage).
• Advanced degree in a related field.
• Multilingual proficiency (additional languages beyond English and Spanish are a plus).

Key Focus Areas of the Role

• Onboarding Excellence: Ensure every customer journey starts with a seamless, value-driven onboarding experience.
• Customer Experience: Be the voice of the customer and deliver a consistent, engaging, and impactful experience.
• Adoption & Retention: Drive customer engagement with Siemens solutions to secure renewals and long-term loyalty.
• Growth & Expansion: Collaborate with Siemens account teams to identify upsell/cross-sell opportunities and support account growth strategies.