About Parsec
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Parsec Automation, LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations such as Gartner and IDC and a winner of numerous awards, including the Data Breakthrough Awards, American Business, and Best in Biz, Parsec exemplifies leadership in the dynamic, fast‑paced manufacturing sector. With major companies such as Johnson & Johnson, Merck, Toyota, Proctor & Gamble, Eli Lilly, Hershey, Siemens, and DuPont leveraging its innovative TrakSYS™ platform to tackle even the most complex manufacturing challenges, Parsec’s solutions are actively optimizing efficiency, quality, and compliance at over 11,000 plants in more than 140 countries. Committed to customer success and driven by innovation, Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible.
The Role
As Parsec Automation’s global installed base and recurring revenue footprint continue to grow, we are investing in strengthening and scaling our Customer Success organization.
Customer Success Manager (Europe)
is responsible for driving customer retention, expansion enablement, and customer value realization across assigned European accounts. This is a highly collaborative, customer‑facing role focused on building long‑term partnerships and ensuring customers achieve measurable business outcomes through their investment in TrakSYS.
The ideal candidate brings strong enterprise account management experience, commercial awareness, and the ability to navigate complex customer environments while partnering cross‑functionally with Sales, Professional Services, Product, and Support teams.
Key Responsibilities
Revenue Retention
Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts
Proactively monitor customer health scores and identify potential risks
Support executive alignment and customer engagement ahead of renewal cycles
Expansion Enablement
Identify and help qualify expansion opportunities including new sites, capabilities, and services
Partner closely with Sales on account planning and expansion initiatives
Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio
Customer Value Realization
Ensure customers achieve defined operational and business outcomes from their TrakSYS investment
Track adoption, usage, and value realization metrics
Support Value Realization Index (VRI) initiatives and reporting
Customer Engagement
Lead structured customer business reviews, including QBRs and executive‑level engagements
Build strong multi‑level relationships across customer organizations
Act as a trusted advisor and strategic partner to assigned accounts
Customer Success Operations
Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid‑touch accounts
Maintain account health visibility and escalation coordination
Partner cross‑functionally to support customer initiatives and issue resolution
Adhere to established Customer Success processes while contributing to ongoing process improvements
Qualifications
5–8 years of experience in Customer Success, Account Management, or related customer‑facing roles within enterprise software
Experience managing complex enterprise accounts with €250K+ ARR
Demonstrated success identifying growth opportunities and collaborating cross‑functionally
Strong understanding of recurring revenue models and customer retention strategies
Excellent communication skills with strong executive presence
Ability to manage multiple complex customer relationships simultaneously
Strong analytical and organizational skills with a data‑driven mindset
Experience leveraging AI tools for research and day‑to‑day productivity
Proven ability to collaborate effectively across Sales, Product, Professional Services, and Support teams
Preferred / Nice to Have
Experience in manufacturing technology, industrial automation, or MES/MOM software
Familiarity with multi‑site enterprise deployments
Experience supporting strategic manufacturing customers in highly operational environments
Additional European language skills are a plus
Benefits
Competitive base salary and bonus opportunity
Flexible remote/hybrid work environment
Generous paid time off and company holidays
Opportunity to work with leading global manufacturers and cutting‑edge manufacturing technology
Collaborative and growth‑oriented company culture backed by a leading private equity platform
Career growth opportunities within a rapidly scaling global organization
Travel Requirements
This role requires meaningful on‑site engagement with customers to build strong relationships, support adoption, and drive long‑term partnership success. xpzdshu Expected travel is approximately 30%–50% across Europe.
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