[Hiring] Customer Success Manager @Parallels Inc

Role Description

The Customer Success Manager plays a critical role at Parallels in driving retention, expansion, and long-term success across a portfolio of strategic mid-market customers primarily in EMEA & APAC. This role carries direct responsibility for achieving strong NRR and GRR performance through proactive account management, renewal ownership, and growth initiatives.

The Customer Success Manager owns the full renewal lifecycle and carries a Net Retention target, ensuring customers realize measurable business value and return on investment from our solutions. By building trusted advisor relationships and aligning product capabilities to customer objectives, the Customer Success Manager drives product adoption, mitigates churn risk, and identifies expansion opportunities that contribute to sustained account growth.

Success in this role requires a balance of commercial accountability, strategic planning, and customer advocacy, ensuring customers achieve continuous value throughout their lifecycle with Parallels.

THE ROLE:

• Manage a portfolio of customers across the EMEA & APAC.
• Lead the renewal process and maintain accurate revenue forecasts.
• Collaborate with Channel partners, Marketing and Product on adoption and growth initiatives.
• Develop and execute Success Plans tied to customer objectives and lifecycle milestones.
• Deliver periodic touchpoints and Business Reviews to demonstrate impact and align on priorities.
• Utilize CRM to keep track of key account data, contracts, opportunities, assets, log all activities, communication and relevant notes in the form of Success Plans and Opportunities.
• Measure and follow up the overall customer satisfaction. Understand the customer’s adoption health and take actions to improve when needed.
• Accountable for delivering proper onboarding and continuous flow of adoption resources.
• Serve as the primary strategic partner for assigned accounts, coordinating internal resources to resolve technical needs, mitigate risk early, and drive renewal success.
• Proactively monitor product usage and adoption to identify risk early, remove barriers, drive best practices, and position renewal and expansion opportunities.
• Identify relevant reference customers and coordinate with marketing the ref cases.
• Proactively reach out to customers to discuss and implement additional improvement ideas based on customer data analysis.

Qualifications

• 5+ years in a post-sale Customer Success or Account Management role within B2B SaaS.
• Ownership of high value or strategic renewals with exposure to expansion revenue, contract negotiations and sales cycle.
• Working knowledge and understanding of software sales and subscription models.
• Able to set customer expectations which help set the mood for customer retention.
• Experience executing engagement tactics that build customer relationship and customer trust.
• Experience operating within a channel or partner-led sales model.
• Working knowledge and understanding of IT infrastructure solutions relating to Systems, Network and Security, in particular practical experience with Remote Desktop Services, Citrix and/or VMWare are seen as a big plus.
• Has an analytic mindset: can analyze data and define actions based on the results of the data.
• Familiar with Salesforce or similar CRMs.

Benefits

• We offer a fully remote workspace.
• There is no pressure to work in an office whatsoever.
• Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work.
• Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in.

Company Description

Parallels is a top VDI/EUC product helping businesses since 1999. Whether it’s desktop or cloud, on-prem or hybrid, Parallels has a solution to help your company optimize the speed and security of your work environment at an affordable price.

It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic.

Parallels is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.