[Remote] Customer Success Manager (US)
Note: The job is a remote job and is open to candidates in USA. Pactum AI is a company focused on transforming supplier negotiations through AI technology. The Customer Success Manager will oversee the full customer lifecycle, ensuring successful implementation, technical enablement, and ongoing customer health and expansion.
Responsibilities
- End-to-End Implementation & Project Management: Build and execute detailed project plans from kick-off through hyper-care. You will lead implementation workshops, understand customer business goals, and control scope, schedule, and risk to minimize Time-to-Value
- Technical Enablement & Solution Design: Coordinate integrations with email, SSO, Pactum API, and customer P2P/ERP systems. Guide customers to apply best-practice playbooks as the subject matter expert on Pactum products
- Buyer Activation & Change Management: Design and run training sessions, identify internal champions, and run structured discovery to understand resistance points. You'll design engagement strategies that reach buyers where they are
- Value Realization & Analytics: You own the conversation about outcomes. Track savings, efficiency, and engagement metrics; translate usage data into business impact narratives; and co-lead QBRs with Account Management so executive stakeholders clearly see progress
- Customer Health & Expansion: Monitor health signals proactively. Flag risks before they escalate, surface expansion opportunities, and execute a structured transition of insights to the Account Management team. Capture lessons learned and feed product insights back to Engineering
Skills
- 5+ years leading enterprise technology implementations (over $500K ARR), complex consulting projects, or B2B SaaS customer success
- Strong organisational discipline with a track record of managing schedules, risk, and stakeholder engagement across multiple complex accounts simultaneously
- A framework for driving adoption inside large organisations, not just instincts. You have done this before and know what it takes to reach daily users
- Familiarity with sourcing workflows, supplier management, indirect spend, and payment terms. You do not need to be a procurement professional, but you need to be credible in the room with one
- Comfortable with data analysis, interpreting dashboards, pulling usage data, and translating metrics into a compelling business story for executives
- Executive presence: confident running a QBR with a VP of Procurement and equally comfortable sitting with the buyer who has been sceptical since day one
- Proficiency with CRM and CS tools such as Salesforce and Jira, and a willingness to work hand-in-hand with Product, Engineering, and Data Science teams
- Direct experience with Coupa, SAP Ariba, or Jaggaer
- Experience with analytics tools such as Looker or equivalent
- Background in procurement consulting or indirect spend category management
Benefits
- Unlimited vacation time. We trust our people to take the time off they need to rest, recharge, and manage personal commitments. Our unlimited PTO policy is built on trust, flexibility, and shared responsibility.
- Paid sick leave. Take the time you need, worry-free.
- Company equity. Every Pactum employee receives stock options. When Pactum wins, you win- that's the idea.
- SPOT bonuses. We celebrate people who go above and beyond. Anyone at Pactum can nominate a colleague for a cash award tied to our values.
- Learning & development. We support your growth through seminars, workshops, coaching, and other resources.
- Flexible schedule. We care about impact- work in a way that sets you up to do your best work.
- Annual off-site retreats. Connect with the team in person.
- Home office setup. Provided for remote employees to help them do their best work.
Company Overview