Strategic Customer Success Manager responsible for customer relationships and ensuring measurable value for Fortune 500 clients. Focused on expanding footprint within complex organizations.
About the role
- Customer Success Manager joining world’s leading retail network optimizing supply chain operations. Ensuring outstanding customer experience and driving strategic business goals.
Responsibilities
- Develop a deep understanding of customers' business models, build lasting relationships, and serve as a trusted adviser to ensure successful, long-term partnerships
- Create tailored account plans outlining critical success factors, performance metrics, targets, and recommendations to address customers' strategic goals and business challenges within the retail and supply chain space
- Efficiently and effectively deliver specialized advisory and recovery services (e.g., revenue recovery support), ensuring high customer satisfaction, retention, and long-term value realization
- Monitor overall account performance, keep complex projects on track, and implement structured programs to drive platform adoption, especially for low-usage accounts
- Identify and execute opportunities to increase contract value by expanding service scopes, cross-selling other retail solutions, or integrating new services
- Maintain accurate forecasts of expansion revenue and renewal pipelines, reporting confidently to leadership on progress against targets
- Build strong relationships with key decision-makers across customer finance, operations, and supply chain teams to champion and drive the adoption of new solutions and services
Requirements
- Bachelor’s degree or equivalent combination of education and experience
- 2+ years of dedicated Customer Success Management (CSM) experience or 3 years of professional business experience in a client-facing role (e.g., Sales or Account Management)
- Direct experience within a SaaS environment or experience managing clients utilizing complex SaaS platforms
- Proven ability to build strong, executive-level relationships, including conducting business reviews with C-level and SVP-level executives
- Excellent verbal and written communication, presentation, organization, and time management skills, with a thoughtful, empathetic approach to addressing customer pain points
- Comfortable working in a fast-paced environment, with strong active listening skills and the agility to quickly assess and address changing priorities
Benefits
- You will be working with a supportive and enabled team that provides a lot of training opportunities
- You will be working with the flexible team with a great team culture
- You will join the company that combines innovation with corporate social responsibility
- Being a part of a global brand that is evolving in customer-centric projects
- You will have the opportunity to work hybrid
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Not specified
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