The Enterprise Customer Success Manager is responsible for the health, retention, and growth of Deltek’s strategic Professional Services accounts. Acting as a trusted advisor, you will build executive relationships, understand customer objectives, and align Deltek’s solutions to deliver measurable business value.
You will lead onboarding, adoption, and engagement strategies while proactively managing risk and identifying growth opportunities. Working cross-functionally, you’ll ensure a seamless customer experience and represent the voice of the customer within Deltek.
Key Responsibilities
Customer Relationship & Success
- Build strong relationships with enterprise stakeholders and act as a trusted advisor
- Lead onboarding and drive adoption to maximise customer value
- Develop and execute success plans focused on retention and growth
- Identify and mitigate risks, owning resolution plans
- Drive customer advocacy (references, case studies, events)
Executive Engagement
- Lead Executive Business Reviews, providing insights, performance metrics, and strategic recommendations
- Deliver data-driven presentations to senior stakeholders and steering committees
Commercial & Growth
- Partner with Sales on account strategy, including renewals, upsell, and cross-sell
- Support commercial discussions while maintaining long-term relationships
- Share accountability for renewal and growth targets
Cross-functional Collaboration
- Work closely with Sales, Product, Support, Services, and Cloud teams to deliver outcomes
- Oversee implementations and ensure customer success across the lifecycle
- Act as the customer’s advocate internally, escalating risks and feedback
CRM & Operational Excellence
- Maintain accurate account data, success plans, and health metrics in Gainsight/Salesforce
- Provide clear reporting and insights to leadership
Team & Development
- Contribute to team growth through mentoring and knowledge sharing
- Continuously develop expertise in products, industry trends, and Customer Success best practices
What We’re Looking For
- Experience managing enterprise SaaS or ERP customers (Maconomy preferred)
- Strong commercial acumen and ability to link technology to business value
- Excellent stakeholder management, communication, and presentation skills
- Proven ability to manage multiple accounts and priorities
- Experience working cross-functionally in complex organisations
- AI literacy, with the ability to apply tools to improve productivity and client outcomes
- Self-starter with strong problem-solving and organisational skills
Preferred
- Experience in Professional Services, Architecture, Engineering, or Consulting sectors
- Familiarity with Gainsight or similar Customer Success platforms
- Experience managing large, complex enterprise accounts ($1M+ ACV)
- Bachelor’s degree or equivalent experience
Why Join #TeamDeltek
Grow. Collaborate. Innovate.
The work we do is important. The way we do it is just as important. Our values guide the decisions we make, how we work together, and how we help our customers succeed. That’s what makes Deltek more than a place to work — it’s a place where you can grow, make an impact, and help others do the same.
