Manage B2B software customer relationships, drive satisfaction, retention, renewals, adoption, and expansion. Conduct business reviews, identify upsell opportunities, support transitions to cloud and subscription billing, maintain accurate CRM records, coordinate customer advocacy initiatives, and collaborate with sales, consulting, marketing, and software vendors. The role requires experience with customer success or account management in B2B software, preferably including ERP and CRM platforms.
One of Pine's portfolio companies, Alta Vista Technology, is a nationally recognized consulting firm specializing in Sage Intacct and Microsoft Dynamics 365 Business Central — with over 600 implementations completed and seven consecutive years on the Inc. 5000 list. Rated the #1 Sage Intacct partner by customers on G2, they're growing their customer success function and looking for a Customer Success Manager to build lasting relationships with their B2B software clients and ensure they're getting real, ongoing value from what they've purchased.
This role sits at the intersection of relationship management, process discipline, and commercial acumen. The right person is equally comfortable running a structured renewal conversation and building long-term trust with a CFO. They'll report directly to the Director of Customer Success and collaborate closely with the Sales team on upsell and expansion motions.
This role is primarily remote, with a hybrid option for candidates near Alta Vista's offices in Royal Oak, MI (Metro Detroit) or Mesa, AZ (Metro Phoenix).
What You'll Do
- Proactively engage customers to facilitate business reviews, annual renewals, and ensure they are getting ongoing value from their software and services.
- Collaborate with consulting and sales teams to identify opportunities for products or services that help customers reach their goals, including co-selling motions introduced earlier in the customer lifecycle.
- Strategically reach out to customers who may be interested in upgrading from on-premises software to cloud solutions, generating new sales opportunities.
- Convert customers from legacy perpetual billing to subscription-based billing.
- Coordinate with the marketing team to build customer advocacy through testimonials and reviews.
- Administratively support customer renewals and orders — maintaining CRM records, executing quotes, and managing communication and negotiation with software vendors.
- Connect customers with ISV partners as needed.
- Maintain thorough, accurate CRM documentation so any teammate can pick up a customer relationship seamlessly.
- Contribute to the continuous improvement of a high-performing sales and marketing team.
What They're Looking For
- 3–7 years of experience in a customer success or account management role in B2B software, with a track record of strong goal attainment.
- Experience with ERP and/or CRM software; familiarity with Sage Intacct and Microsoft Dynamics 365 Business Central strongly preferred.
- Excellent CRM hygiene and documentation habits — HubSpot experience preferred, with some Microsoft Dynamics CRM exposure a plus.
- Relationship-minded — you win by making your customers successful, not just by hitting renewal targets.
- Detail-oriented with the ability to flex into a collaborative, team-first mode when needed.
- Energized by helping clients navigate technology decisions and solve ongoing business challenges.
- Experience with cloud migration or perpetual-to-subscription billing conversion motions.
- Familiarity with ISV ecosystems within the Sage or Microsoft partner landscape.
- 4-year college degree (preferred but not required).
Required
Nice to Have
What They Offer
- Location: Remote (Hybrid option: Royal Oak, MI or Mesa, AZ)
- Employment Type: Full-Time
- Benefits: Competitive benefits package (medical, dental, vision), generous PTO and company-observed holidays, 401(k) with employer match, professional development opportunities, and a people-first culture backed by Pine Services Group
Pine Services Group San Francisco, California, USA Office
San Francisco, CA, United States
Similar Jobs
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Manage 100–200 mid-market accounts, helping customers adopt Samsara’s IoT platform, achieve measurable operational value, and renew or expand. Build success plans, conduct operational workshops, explain technical integrations, resolve issues with cross-functional teams, and prioritize engagement using AI tooling. The role also contributes to customer success playbooks, workflows, and AI-powered operating motions.
Top Skills:
Ai ToolingAPIsIntegrationsIot
Healthtech • Information Technology • Security • Software • Cybersecurity
Manage strategic enterprise customer accounts by driving product adoption, value realization, satisfaction, renewals, and expansion. Develop success and account plans, lead executive business reviews, coordinate cross-functional resources, resolve complex customer challenges, and communicate customer insights to leadership. Maintain account health data in Gainsight, create customer advocacy content, and leverage AI-enabled solutions to improve customer success workflows. The role is remote in the United States with travel up to 40%.
Top Skills:
Gainsight
Artificial Intelligence • Cloud • Sales • Security • Software • Cybersecurity • Data Privacy
Principal Customer Success Manager responsible for strategic relationships with complex enterprise customers, driving adoption, measurable outcomes, retention, and expansion. The role develops success plans, influences product direction, establishes Customer Success best practices, leads cross-functional initiatives, mentors CSMs, analyzes account health and churn risk, and supports renewals, upsells, and cross-sells. Requires executive communication, strategic account management, business acumen, and familiarity with Salesforce, Gainsight, or similar platforms.
Top Skills:
GainsightSailpoint CrmSalesforce
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
