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 enterp