Customer Success Manager (Supply Chain, Remote)

Job summary

The role focuses on enhancing customer experiences with supply chain solutions, ensuring strong adoption and measurable business value. The Customer Success Manager (CSM) builds long-term relationships with clients, guiding them through the customer lifecycle from onboarding to value realization.

Qualifications

• Over 10 years of experience in managing complex customer engagements, including customer success, account management, or sales.
• Proven track record in driving adoption and growth in SaaS or cloud environments.
• Experience in project management and business process transformation.
• Familiarity with supply chain planning, asset management, logistics, and manufacturing.
• Bachelor's degree required; MBA or equivalent preferred.
• Willingness to travel up to 40% for customer engagement.

Responsibilities

• Create and maintain a data-driven view of customer territories, including lifecycle stages and adoption levels.
• Develop account strategies and success plans aligned with customer business goals.
• Lead onboarding and continuous enablement initiatives for customers.
• Establish and nurture relationships with key stakeholders and executives.
• Monitor usage patterns and proactively address gaps to drive corrective actions.
• Define success metrics with customers and track progress toward business outcomes.
• Manage the renewal lifecycle and ensure high customer engagement to minimize churn risk.
• Identify upsell and cross-sell opportunities to expand the company's footprint.

Skills

• Strong analytical skills to leverage usage analytics and customer feedback.
• Excellent communication and relationship-building skills.
• Ability to advocate for customer needs and drive internal alignment.
• Proficiency in facilitating workshops and training sessions.

Education

• Bachelor's degree required; MBA or equivalent preferred.

Tools

• Familiarity with customer success platforms and analytics tools.