What are the responsibilities and job description for the Senior Customer Success Manager position at Cora Systems?
Senior Customer Success Manager – Cora Systems
Location: North America (Remote)
Department: Customer Success
Reports To: VP Customer Success
Type: Full‑Time
Role Summary
Cora Systems is a global leader in enterprise Project Portfolio Management (PPM), empowering organizations to achieve complete control, governance, and visibility across complex project ecosystems. As a Senior Customer Success Manager, you will own strategic customer relationships across North America, ensuring customers realize measurable value from the Cora platform — including Cora Edge, Cora GovCon, the Project Control Tower, and our AI‑enabled product extensions.
You will act as a trusted advisor to senior stakeholders, guiding them through digital transformation, governance maturity, and adoption of AI‑driven insights that improve predictability, protect margins, and accelerate time‑to‑value.
Key Responsibilities
Customer Value, Adoption & Governance
- Own the end‑to‑end lifecycle for a portfolio of enterprise and government‑contracting customers.
- Develop strategic success plans aligned to customer goals such as governance maturity, cost reduction, compliance, and operational efficiency.
- Drive adoption of Cora’s core modules (PPM, Project Controls, Workforce Planning, Financial Control, EVM, Strategy Execution) and product extensions (Cora Assistant, Data Hub, Integrations, Jira, Teams).
- Leverage AI‑powered insights from the Cora platform to guide customers toward better decision‑making, risk mitigation, and resource optimization.
- Ensure customers achieve measurable outcomes such as improved margins, reduced cost overruns, and standardized processes.
Retention, Expansion & Commercial Influence
- Lead renewal strategy and execution, ensuring high Gross and Net Revenue Retention.
- Identify expansion opportunities across modules, licenses, integrations, and AI‑driven capabilities.
- Partner with Sales, Product, and Professional Services to shape account strategy and long‑term customer roadmaps.
- Proactively identify churn risks using health scoring, usage analytics, and predictive indicators.
Strategic Account Leadership
- Build multi‑threaded relationships with executive sponsors, PMO leaders, project controllers, finance teams, and operational stakeholders.
- Facilitate QBRs, governance reviews, and strategic roadmap sessions.
- Advocate for customer needs internally, influencing product roadmap decisions — especially around AI, data analytics, and workflow automation.
- Guide customers in adopting best‑practice governance frameworks supported by Cora’s workflow, audit trail, and compliance capabilities.
Operational Excellence & Cross‑Functional Collaboration
- Maintain accurate account documentation, health metrics, and forecasting in CRM and CS platforms.
- Contribute to scalable playbooks, onboarding frameworks, and AI‑enhanced customer engagement models.
- Collaborate with Product and Engineering to validate customer requirements, especially around integrations, data flows, and predictive analytics.
- Partner with Professional Services to ensure smooth implementations and accelerated time‑to‑value.
Thought Leadership & Mentorship
- Mentor junior CSMs and contribute to the evolution of Cora’s Customer Success methodology.
- Represent Customer Success in cross‑functional initiatives, customer advisory boards, and industry events.
- Share insights on customer trends, governance maturity, and AI adoption patterns.
Required Skills & Experience
Experience
- 5–8 years in Customer Success or Account Management within enterprise SaaS.
- Experience supporting customers in project‑driven industries (Manufacturing, Aerospace & Defense, Engineering, GovCon, Life Sciences, Energy, etc.).
- Proven success driving adoption of complex platforms involving workflows, integrations, analytics, and governance frameworks.
- Familiarity with PPM, EVM, project controls, or financial governance solutions is a strong advantage.
Skills
- Exceptional communication and executive‑level presentation skills.
- Strong analytical mindset with the ability to interpret data, trends, and AI‑generated insights.
- Ability to manage complex enterprise environments with multiple stakeholders and long‑term transformation programs.
- Commercial acumen with comfort discussing ROI, value realization, and renewal strategy.
- High ownership, autonomy, and ability to influence without authority.
Nice to Have
- Experience with AI‑enabled SaaS platforms or data‑driven decision‑support tools.
- Background in PMO, project controls, consulting, or digital transformation.
- Certifications: PMP, CSM, Prosci, or Customer Success Leadership credentials.
Success Metrics
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Adoption of core modules and AI‑driven capabilities
- Customer satisfaction (CSAT/NPS)
- Time‑to‑value and implementation velocity
- Accuracy of renewal and risk forecasting
- Customer governance maturity progression
Why This Role Matters at Cora
Cora’s customers operate in some of the world’s most complex, regulated, and high‑stakes environments. The Senior CSM ensures these organizations achieve the visibility, control, and predictability they need to protect margins, reduce risk, and deliver strategic outcomes.
With AI becoming a core differentiator in PPM, this role is central to helping customers unlock the full value of Cora’s intelligent insights, predictive analytics, and workflow automation.