Sr. Manager, Customer Success

About the role

This role involves guiding a team of professionals dedicated to ensuring our clients achieve maximum value from our supply chain visibility platform. You will be instrumental in fostering strong client relationships and driving customer satisfaction and growth.

Key facts

What you'll do

• Lead and develop a team of Customer Success Managers, providing coaching and performance feedback.
• Cultivate executive-level relationships with key client stakeholders and act as a point of escalation for client issues.
• Collaborate with internal teams like Sales, Operations, and Product to enhance customer experience and platform adoption.
• Oversee account planning, risk assessment, and identify opportunities for customer expansion.
• Contribute to the development and refinement of customer success strategies and playbooks.

Requirements

• A Bachelor's degree or equivalent practical experience.
• A minimum of 7 years of experience in account management, consulting, or customer success roles.
• At least 3 years of direct experience managing customer-facing teams.
• Familiarity with freight management and supply chain operations, or experience with complex software solutions.
• Demonstrated ability to influence and negotiate to build consensus.
• An analytical and process-driven approach to problem-solving.

Nice to have

• Experience within the Supply Chain industry or a SaaS environment is highly beneficial.
• An MBA is a plus.

Skills & tools

• Experience with supply chain software.
• Proficiency in customer relationship management.

Practical notes

• The estimated annual base salary for this position is between $145,000 and $175,000.
• This role is eligible for bonus and incentive compensation, along with participation in the company's stock option program.
• Benefits include medical, dental, and vision insurance from day one, 401k with employer match, generous paid time off, paid parental leave, and an annual wellness stipend.
• Approximately 25% travel is expected for client visits.
• Visa sponsorship is not provided for this role.