Senior Customer Success Manager at PCS Software Inc – Houston, Texas

Location: Houston, Texas preferred, Remote Potential

Immediate Supervisor: Chief Customer Officer

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

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 Senior Customer Success Manager at PCS Software, you will serve as a strategic partner and trusted advisor to our Enterprise-tier customers. You will manage a portfolio of approximately 25+ high-value accounts and be responsible for driving customer success, maximizing value realization, and ensuring long-term retention and growth. This is a high-touch, relationship-driven role requiring executive presence, strategic thinking, and deep industry expertise in the transportation and logistics sector.

You will conduct monthly operational meetings, semi-annual in-person Quarterly Business Reviews, proactive renewal management, and custom success planning. Your ability to build executive-level relationships and deliver measurable business outcomes will be critical to success in this role.

Responsibilities:

Strategic Partnership & Executive Engagement:

• Function as a strategic business advisor and trusted partner to C-level and VP-level stakeholders within your assigned Enterprise accounts.

• Set strategic direction for customer's use of PCS Software to address business challenges via best practices and a consultative approach.

• Build and maintain deep, long-term relationships with key decision-makers and influencers across the customer organization.

• Facilitate setting measurable business outcomes and success criteria with customers aligned to their operational and financial goals.

• Hold customer and PCS accountable to delivering against goals and measurements of success through regular tracking and reporting.

Customer Engagement & Business Reviews:

• Conduct monthly operational health check meetings (12 per year) to monitor platform adoption, usage trends, and customer satisfaction.

• Deliver two comprehensive Quarterly Business Reviews (QBRs) annually—one at 8 months before renewal and one at 2 months before renewal—preferably in-person at customer sites.

• Present data-driven insights, ROI analysis, and strategic recommendations during business reviews to demonstrate value and identify expansion opportunities.

• Participate in monthly internal health reviews with the Customer Success team to proactively identify risks and opportunities across your portfolio.

Renewal Management & Revenue Growth:

• Own and manage the renewal process for all Enterprise accounts with proactive negotiation and contract management.

• Achieve annual retention targets of greater than 95% for Enterprise accounts and contribute to Net Revenue Retention (NRR) targets of greater than 105%.

• Identify and drive expansion revenue opportunities through upsells and cross-sells aligned to customer business needs.

• Develop and execute detailed account management plans to achieve revenue targets and maximize customer lifetime value.

Risk Management & Issue Resolution:

• Proactively identify opportunities and risks within customer organizations and present recommendations and solutions to mitigate churn.

• Escalate at-risk customers to leadership and collaborate cross-functionally to resolve complex issues in a timely manner.

• Serve as the escalation point for critical customer concerns, ensuring white-glove service and rapid resolution.

• Monitor customer health scores and proactively intervene when health drops or usage trends indicate potential risk.

Product Expertise & Customer Education:

• Remain an expert on PCS Software TMS product features, updates, and roadmap to effectively educate customers on platform capabilities.

• Recommend best practice use cases based on deep understanding of customer's business, operational workflows, and success criteria.

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

• Function as a subject matter expert in both the transportation/logistics industry and PCS Software solution offerings.

Cross-Functional Collaboration:

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

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

• Work with Implementation teams during customer onboarding to ensure smooth transitions and successful go-lives.

• Participate in quarterly business reviews with Sales and Customer Success leadership, presenting account plans and accomplishments using PowerPoint presentations and Excel spreadsheets.

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.

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.

Requirements:

Experience & Background:

• Minimum of 7+ years of experience in Customer Success, Account Management, or Strategic Account Management in a B2B SaaS environment.

• Strong preference for candidates with 5+ years of experience managing Enterprise accounts (large organizations with complex needs).

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

• Proven track record of managing high-value accounts, achieving retention targets (>95%), and driving expansion revenue.

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

Skills & Competencies:

• Executive presence and ability to build relationships with C-level and VP-level stakeholders.

• Strategic thinking with the ability to align customer goals to PCS product capabilities and drive measurable business outcomes.

• Exceptional communication skills (oral and written) with the ability to present complex data and insights to executive audiences.

• Strong business acumen and ability to articulate ROI, value realization, and business impact to customers.

• Negotiation and contract management skills with experience managing complex renewals and pricing discussions.

• Strong project management and organizational skills with the ability to manage multiple accounts and initiatives simultaneously.

• Ability to build trust and serve as an industry advisor and thought partner to customers.

• Proactive, self-motivated, and persistent with a high 'Do/Say' ratio and commitment to delivering results.

Technical Skills:

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

• Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for data analysis and executive 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 and call center platforms.

• Ability to analyze customer data, health scores, and usage metrics to identify trends and opportunities.

Other Requirements:

• Ability to travel for in-person customer meetings, trade shows, and partner events.

• 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 and the ability to indirectly influence and manage stakeholders are essential.

• Social media savvy and ability to represent PCS professionally in industry forums and events.

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 20% 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 20% 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).