Customer Success Manager

Key Responsibilities:

• Proactively quantify and report business value delivered, including savings, efficiency gains, and service improvements.
• Use product usage data to identify adoption gaps and optimize value delivery.
• Own customer relationships across operational and executive levels.
• Create and execute success plans tied to customer goals and KPIs.
• Conduct regular business reviews, product roadmap discussions, and training sessions.
• Resolve issues by coordinating with Support and Technical teams.
• Identify upsell and expansion opportunities in partnership with Sales.
• Promote Customer Advocacy through case studies and reference programs.
• Ensure smooth renewals, invoicing, and collections.
• Share customer insights with internal teams to inform product development.

Requirements:

• 6-8 years of experience in Customer Success, Consulting, or Account Management roles.
• Prior experience with enterprise SaaS products (CSM experience preferred).
• Supply chain, logistics, or transportation domain experience is a must.
• Strong consulting background with an analytical and problem-solving mindset.
• Exceptional communication and relationship-building skills.
• Comfortable with data analysis, dashboards, and customer health metrics.
• Ability to manage multiple accounts and prioritize tasks effectively.

Preferred Qualifications:

• MBA in Operations.
• Experience with clients in Manufacturing, Retail, CPG, or Life Sciences.
• Familiarity with supply chain optimization, planning, and analytics tools.
• Previous experience supporting US/Europe-based clients.
• US visa is a plus.