Customer Success Manager at PCS Software Inc – Houston, Texas

Location: Houston, Texas preferred (hybrid work environment) / Remote Potential

Immediate Supervisor: Chief Customer Officer

Travel: Some travel necessary for in-person strategic customer meetings & internal events

Salary Range: The base salary range for this position is $70,000–$80,000 annually, plus eligibility for a variable incentive compensation plan.

About PCS

With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers is a leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics. With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.

Job Description:

As a Customer Success Manager at PCS Software, you will manage a portfolio of approximately 75+ Mid-Market-tier customers. You will be responsible for driving customer retention, satisfaction, and growth through efficient relationship management at scale. This role requires exceptional time management, the ability to balance multiple accounts simultaneously, and strong responsiveness to customer health triggers.

You will dedicate approximately 10 hours per customer per year, conducting bi-monthly operational meetings, annual business reviews before renewals, and proactive trigger-based outreach. Your ability to efficiently manage 2-3 customer meetings per day while maintaining high-quality relationships will be critical to success in this role.

Responsibilities:

Customer Relationship Management at Scale:

• Manage a portfolio of approximately 75+ Mid-Market accounts with efficiency and excellence, conducting 2-3 customer meetings per day on average.

• Build and maintain strong relationships with key stakeholders across multiple customer organizations simultaneously.

• Develop deep understanding of each customer's business, operational workflows, and success criteria to provide tailored guidance.

• Set strategic direction for customer's use of PCS Software through consultative engagement and best practices sharing.

Customer Engagement & Business Reviews:

• Conduct bi-monthly operational check-in meetings (6-8 per year) to monitor platform adoption, usage, and satisfaction.

• Deliver one annual business review per customer, scheduled strategically before renewal, to demonstrate value and identify growth opportunities.

• Conduct trigger-based outreach when customer health scores decline or usage patterns indicate potential risk.

• Participate in monthly internal health reviews with the Customer Success team to identify at-risk accounts and expansion opportunities.

• Facilitate quarterly group training sessions and best practices sharing webinars for Mid-Market customers.

Renewal Management & Revenue Growth:

• Manage contract renewals proactively for all Mid-Market accounts with minimal back-and-forth negotiation.

• Achieve annual retention targets of greater than 90% for Mid-Market accounts and contribute to Net Revenue Retention (NRR) targets of greater than 100%.

• Identify and drive expansion revenue opportunities through upsells and cross-sells where appropriate.

• Execute efficient account management strategies to achieve revenue targets across your portfolio.

Proactive Health Monitoring & Risk Management:

• Monitor customer health scores and usage metrics daily to identify early warning signs and intervention opportunities.

• Respond quickly to health score triggers (within 5 days for yellow flags, 2 days for red flags) with targeted outreach.

• Proactively escalate at-risk customers to leadership and collaborate cross-functionally to resolve issues.

• Identify opportunities and risks within customer organizations and present recommendations to drive positive outcomes.

Product Expertise & Customer Education:

• Maintain strong working knowledge of PCS Software TMS product features, updates, and roadmap.

• Recommend best practice use cases based on understanding of customer's business and operational needs.

• Provide training and education to drive long-term customer success and platform adoption.

• Stay current on transportation/logistics industry trends and best practices to provide informed guidance to customers.

Cross-Functional Collaboration:

• Collaborate with Sales, Implementation, Support, Product, and Training teams to ensure seamless customer experience.

• Provide customer feedback to Product and Engineering teams to inform roadmap and feature development.

• Maintain organized and accurate task lists visible to the CS team, management, and stakeholders.

• Participate in quarterly business reviews with Customer Success leadership, presenting portfolio performance and account plans.

Why Join PCS?

• Competitive salary and benefits package.

• Opportunity to make a significant impact on our customers' success.

• Collaborative work environment with a focus on professional development.

• Be part of a growing company at the forefront of TMS technology.

The PCS team is our most important competitive advantage. We are intentional about our culture, and we welcome everyone to come ready to participate in contributing to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunities for every employee at every level.

PCS offers a comprehensive benefits package consisting of medical, dental, vision, with options to elect disability and life insurance plans, unlimited PTO, hybrid work environment, training, and development opportunities, and up to a 4% match on 401k contributions.

Work Authorization

No calls or agencies please. PCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

This job description provides many examples of the types of responsibilities required but is in not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted.

Third party agency submissions will not be accepted for this position.

Requirements:

Experience & Background:

• Minimum of 3-5 years of experience in Customer Success, Account Management, or Customer Support in a B2B SaaS environment.

• Proven ability to manage 60-100 accounts simultaneously with strong organizational and time management skills.

• Experience in the transportation, logistics, or supply chain industry strongly preferred.

• Track record of achieving retention targets and driving customer satisfaction in a scaled environment.

• Bachelor's degree in Business, Marketing, STEM, or related field preferred.

Skills & Competencies:

• Exceptional time management and prioritization skills with ability to handle 2-3 customer meetings per day efficiently.

• Strong multitasking ability and comfort managing high account volume without sacrificing quality.

• Excellent communication skills (oral and written) with ability to facilitate effective meetings and build rapport quickly.

• Data-driven mindset with ability to analyze health scores, usage metrics, and identify patterns across multiple accounts.

• Proactive problem-solving skills with ability to identify and respond to customer triggers quickly.

• Strong collaboration skills and ability to work cross-functionally to achieve customer outcomes.

• Self-motivated, resourceful, and persistent with a high 'Do/Say' ratio.

• Adaptability and comfort working in fast-paced environment where priorities change frequently.

Technical Skills:

• Proficiency in Salesforce or other CRM platforms for account management, activity tracking, and reporting.

• Strong knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for analysis and presentations.

• Familiarity with PCS TMS platform and other internal tools (or ability to quickly learn).

• Basic understanding of AI and emerging technologies in the transportation/logistics space.

• Experience with Zoom or similar video conferencing platforms for virtual meetings.

• Familiarity with project management tools (Monday.com or similar) for task tracking and workflow management.

• Ability to interpret customer health scores, usage data, and trigger alerts to drive action.

Other Requirements:

• Ability to travel up to 15% of the time as necessary for customer meetings, events, or trade shows.

• This is an individual contributor role, but you will collaborate cross-functionally with Customer Success, Support, Implementation, Product, and Sales teams.

• Solid cross-team collaboration skills are essential to this position.

Essential Physical Requirements:

This position requires the ability to sit for extended periods, use a computer and telephone, and occasionally lift to twenty-five pounds. This role involves travel up to 15% of the time, which may include walking through airports and navigating client sites. Visual acuity, manual dexterity, and effective verbal communication are essential. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Additional Details:

General Physical Activities Required:

• Sitting: Frequently required for computer work, virtual meetings, and travel.

• Standing and walking: Occasionally required during in-person meetings, office movement, or travel-related activities.

• Lifting and carrying: Occasionally required to handle materials or equipment (typically up to 25 lbs.).

• Reaching and handling: Occasionally required for office tasks such as filing, using office equipment, or setting up presentations.

Travel-Related Requirements

• Mobility: Ability to travel independently by car, plane, or other means up to 15% of the time.

• Navigating unfamiliar environments: May include walking through airports, hotels, or client sites.

Office and Hybrid Work Conditions

• Visual acuity: Required for reading documents, using a computer and virtual communication.

• Manual dexterity: Required for typing, using a mouse, and handling office tools.

• Speech and hearing: Required for phone and video communication with clients and team members.

Environmental Conditions

• Indoor office environment: Most work occurs in climate-controlled settings.

• Remote work environment: Must be able to work effectively from a home office setup.

• Occasional exposure to different environments: During travel, you may encounter varied conditions (e.g., weather, noise levels).