Director, Customer Success

About Parsec

Parsec Automation, LLC is a global leader in manufacturing operations management software. Recognized by Gartner, IDC, and numerous industry awards, Parsec’s flagship MES platform, TrakSYS™, powers efficiency, quality, and compliance improvements at over 11,000 plants across 140 countries. Manufacturers such as Johnson & Johnson, Merck, Toyota, Procter & Gamble, Hershey, Siemens, and DuPont rely on TrakSYS to manage complex operations with clarity and precision.

Parsec is backed by BVP Forge, part of the $20B Bessemer platform, known for supporting category-defining companies such as LinkedIn, Procore, Shopify, and Toast.

About the Role

The Director of Customer Success will own and drive global revenue retention and expansion across our manufacturing customer base. This role combines executive-level strategy with hands-on account leadership, directly managing key accounts while building scalable processes, metrics, and a high-performing global CS team.

You will partner cross-functionally with Sales, Professional Services, Product, Support, and Marketing to ensure customers achieve measurable business outcomes and expand their TrakSYS footprint over time.

This is a high-impact leadership role with direct influence on Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and long-term customer value realization.

Key Responsibilities

Revenue Retention

• Own and drive Gross Revenue Retention across the global portfolio
• Standardize renewal management processes 
• Proactively track customer health scores; identify and mitigate account risks
• Partner with sales and executive leadership on strategic renewals 

Expansion Enablement

• Identify and qualify expansion opportunities (new sites, capabilities, and services) 
• Partner with sales on expansion pursuit and account planning 
• Contribute to Net Revenue Retention (NRR) across the global portfolio 

Customer Value Realization

• Ensure customers achieve defined operational and business outcomes 
• Implement and manage adoption, customer health, and loyalty metrics 

Customer Engagement

• Lead structured Periodic Business Reviews (e.g. QBRs) 
• Strengthen executive engagement and multi-level relationships across key accounts 
• Partner with marketing on Digital Led customer success model 

CS Operations and Team Development 

• Independently manage 5 – 10 strategic accounts and 10 – 20 hybrid accounts 
• Implement scalable engagement cadence across account tiers 
• Develop portfolio analytics, Value Realization Index (VRI), and LTV visibility 
• Align closely with cross-functional teams (product, services, support, sales & marketing) 
• Establish clear governance for customer escalations and executive engagement 
• Recruit and mentor regional Customer Success Managers as ARR scales 

Required Qualifications

• 10 years in customer success or account management in enterprise software (preferably in Manufacturing, and MES) 
• Experience managing complex enterprise accounts ($250k ARR) 
• Demonstrated success in Opportunity identification and cross functional collaboration 
• Experience scaling and/or optimizing a Customer Success function 

Skills & Competencies

• Strong commercial acumen and understanding of recurring revenue economics 
• Executive presence with manufacturing and IT leadership 
• Ability to organize and make data-driven decisions 
• Comfortable operating in a hands-on leadership role 
• Ability to define and track customer value realization, translating outcomes into retention and expansion strategies in partnership with Sales. 
• Ability to build and govern Customer Success models, metrics, and cross-functional processes 
• Strong leadership and team management capabilities 

Preferred Qualifications

• Experience in manufacturing technology or MES 
• Familiarity with multi-site enterprise deployments 
• Exposure to global account management (US and Europe) 

Benefits 

• OTE: $180,000 – $227,500
• Flexible schedule
• 401(k) with company match
• 100% company-paid health insurance premiums for employees 
• Flexible vacation / PTO
• Flexible Spending Account (FSA) plan available for eligible healthcare and dependent care expenses
• Outstanding team environment

Travel Requirements

• Success in this role requires meaningful on-site engagement with customers, including regular travel to customer sites and headquarters to build strong relationships, support adoption, and sustain long-term partnership outcomes. Expected travel is approximately 30% to 50%.