Customer Success Manager, Coats Digital

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Date: 3 Aug 2026

Location: VN

Company: Coats

Role Purpose:

 

As a Customer Success Manager, you will be the primary point of contact for a portfolio of strategic clients, ensuring they derive maximum value from Coats Digital's suite of solutions. You will build deep, trusted relationships with key stakeholders, proactively identify opportunities to improve client outcomes, and partner with internal teams to ensure seamless onboarding, adoption, and retention.

The ideal candidate will have strong knowledge of the fashion industry including PPC, PLM and Supply Chain processes and supporting software ideally in a SaaS business.  Client facing experience is essential with previous experience in a Customer Success or Account Management role being desirable.

 

Principal Accountabilities and Key Activities:

 

Reporting to the Customer Success Lead, primary responsibilities of the CSM are to:

Client Relationship Management

  • Serve as the primary relationship owner for a defined portfolio of enterprise and mid-market clients.
  • Build strong, consultative relationships with senior stakeholders and operational champions within client organisations.
  • Conduct regular business reviews to align on goals, track value and identify new opportunities.

Adoption

  • Monitor product adoption and usage metrics, proactively intervening where engagement is below expectations.

Retention & Growth

  • Own renewal forecasting for your portfolio, identifying at-risk accounts early and executing mitigation plans.
  • Identify and develop expansion opportunities by understanding clients' evolving needs and aligning them to Coats Digital solutions.
  • Partner with the commercial team to progress upsell and cross-sell opportunities.

Voice of the Customer

  • Capture and articulate client feedback, translating insights into actionable input for Product, Engineering, and Sales.
  • Advocate internally for customer needs, ensuring the roadmap reflects real-world use cases.
  • Track and communicate customer outcomes, building compelling case studies

 

Education, Qualifications and Experience:

 

Essential

Desirable

You must excel at:

 

  • Communicate effectively and build strong working relationships with clients and internal employees at all levels.

 

  • Strong commercial acumen with experience of owning renewal targets and revenue growth.

 

  • Good stakeholder management client-side and internally.

 

  • Give compelling presentations up to and including board level.

 

  • Comfortable interpreting usage data, KIP’s and ROI metrics to build compelling stories.

 

  • Highly organised and self-motivated, owning a large portfolio and effectively prioritise tasks.

 

Documentation

 

  • Write, own and support internal and client-facing documentation. Ensure any key documentation is kept up to date, version controlled and formatted in a professional way meeting the agreed Coats Digital guidelines.

 

  • Ensure that all necessary client data is up to date within CRM in order to help share essential information and drive key reports.

 

Analysis

 

  • Draw out client requirements utilising a variety of techniques including:
  • Direct questioning
  • Pain-chain analysis
  • ‘Is, does, means’
  • Business process walk-throughs
  • Extracting from client-own documentation

 

  • Understand client requirements whilst offering solutions in line with the software capability plus offering best practice options.

 

Leadership

 

  • Help to manage priorities and co-ordinate with other internal teams along with the client’s core team.

 

  • Report up through Customer Services & Customer Success to improve process, approach and customer advocacy.

 

 

Desirable Industry and Contextual Experience and Skills

 

  • Experience of PLM / supply chain planning / ERP / Shop Floor systems

 

  • Experience of software implementation and support in a SaaS environment

 

  • Experience in the fashion / garment / textiles / footwear industry as a manager of Production, Planning & Control (PPC), Sales, Merchandising, Production, Supply Chain or IT

 

  • Experience of Account Management of software and services.

 

  • Sufficiently ‘hands on’ and technical to be able to quickly learn the Coats Digital software and fully understand the contextual use of the solution