Customer Success Manager (Supply Chain Management, Denmark)

Job summary

The Customer Success Manager is responsible for engaging with customers to enhance their value realization and ensure successful business outcomes through the use of purchased solutions. This role involves managing a designated set of customer accounts throughout their lifecycle, focusing on post-sales strategies, relationship management, and identifying expansion opportunities.

Qualifications

• Over 11 years of experience in customer success, account management, or similar roles.
• Proven ability to build executive relationships and manage complex customer situations.
• Strong understanding of subscription-based environments and experience driving renewals and expansions.
• Expert knowledge in Supply Chain Management (SCM) and familiarity with cloud software solutions.

Responsibilities

• Develop and implement account strategies and consumption plans to drive customer outcomes and support renewals.
• Build and maintain trusted relationships with customers to facilitate value-based consumption.
• Monitor service level agreement (SLA) performance to ensure high customer satisfaction.
• Collaborate with Global Customer Success Centers to leverage expertise.
• Utilize data and tools for managing adoption and consumption activities.
• Act as the primary escalation point for customer accounts and contribute to success methodologies.
• Identify opportunities for expanding service usage and licenses.

Skills

• Strong executive presence and relationship-building capabilities.
• Excellent communication and project management skills.
• Governance and stakeholder management expertise.
• Commercial mindset with experience in deal support.

Education

• Bachelor’s degree required.

Tools

• Familiarity with CRM systems and customer engagement tools such as CEW, Totango, and adoption reporting.