Senior Customer Success Manager

PROS, Holdings, Inc. (NYSE: PRO) provides AI-powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision, and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

Position Summary:

As a Senior Customer Success Manager (CSM), you will own and nurture strategic relationships with PROS customers, guiding them throughout their entire lifecycle to maximize adoption, value realization, and long-term success. Introduced during the Sales process, you will assume full account ownership upon contract signing, serving as a trusted advisor and advocate.

In this role, you will proactively provide best practices and strategic recommendations, partnering with clients to drive measurable business outcomes and maximize their return on investment. As the customer's internal champion, you will collaborate cross-functionally to resolve challenges, drive adoption, and ensure long-term satisfaction. Additionally, you will represent PROS externally, strengthening relationships and identifying opportunities for growth and expansion.

A Day in the Life of the Senior Customer Success Manager:

• Own and drive strategic relationships with a portfolio of enterprise accounts, serving as the primary point of contact and trusted advisor.
• Develop and execute strategic success plans that outline critical success factors, KPIs, potential risks, and tailored recommendations to maximize customer value.
• Lead and conduct high-impact Executive Business Reviews (EBRs), engaging C-level and senior stakeholders to drive business outcomes and expansion opportunities.
• Advocate for customers internally, proactively managing escalations and ensuring seamless collaboration across PROS teams to resolve issues and enhance customer satisfaction.
• Monitor and drive product adoption, ensuring customers realize the full value of PROS solutions while identifying opportunities for growth and optimization.
• Develop account expansion strategies, identifying upsell and cross-sell opportunities and collaborating with Sales to drive long-term customer success and revenue growth.
• Establish deep relationships with executive sponsors, positioning PROS as a strategic partner and trusted advisor in their digital transformation journey.
• Educate and guide customers on best practices, self-service tools, and release processes to ensure continuous success and engagement.
• Maintain a deep understanding of PROS products and services, acting as a thought leader and industry expert to advise customers effectively.
• Oversee key commercial aspects of the customer relationship, including contract renewals, invoicing, and accounts receivable, ensuring smooth business operations.
• Lead cross-functional collaboration with internal teams (Product, Sales, Support, and Professional Services) to drive customer satisfaction and advocacy.

Required Qualifications – About You: 

We are looking for candidates who possess the rare combination of the following achievements, skills and behaviors:

• Proven leadership experience in Customer Success (minimum 5-7 years), Professional Services, or Sales, managing complex enterprise accounts and executive relationships.
• Strategic thinker with a strong business acumen, capable of aligning customer needs with PROS solutions to drive long-term success.
• Exceptional executive presence and communication skills, with the ability to engage C-suite and senior stakeholders effectively.
• Bachelor's degree in business, computer science, engineering, math, or revenue management; MBA preferred.
• Results-driven and highly organized, with a track record of meeting and exceeding retention, expansion, and customer satisfaction goals.
• Strong problem-solving and negotiation skills, with the ability to manage escalations and complex customer scenarios proactively.
• Proactive and self-sufficient, comfortable working independently while fostering strong internal collaboration.
• Process-oriented and committed to continuous improvement, with experience driving efficiency in customer success operations.
• Willingness to travel up to 50% (domestic and international).
• Fluent in English and German.

We value candidates who:

• Use AI tools to enhance efficiency and creativity, applying them to automate tasks, generate insights, or improve day-to-day decision-making.
• Stay curious and open to new technologies, regularly exploring AI-driven solutions to elevate team performance and customer impact.
• Demonstrate a growth mindset, experimenting with AI capabilities—from content generation to predictive analytics—to fuel continuous innovation in their role.

Preferred Skills & Competencies

• AI Literacy: Demonstrates a solid understanding of core AI concepts, terminology, and practical applications. Effectively leverages AI tools to enhance productivity, insights, and decision-making, while adhering to ethical standards and best practices.
• Prompt Engineering: Skilled at crafting clear, structured, and effective prompts to optimize the quality, relevance, and utility of AI-generated outputs.
• Agentic AI: Understands the role of autonomous agents in streamlining workflows and automating end-to-end tasks. Able to build, utilize, or manage agentic AI systems and integrate them into business processes.

Skills & Personal Characteristics:

• Ownership
• Innovation
• Care

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won't stop until we've delivered on our promises. We're committed to the success of our customers. That's why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Most work activities are performed in an office or home-office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.