Customer Success Manager

JOB SUMMARY
The Customer Success Manager is focused on proactively consulting strategic customers on procurement
processes and dilemmas to drive customer success/product adoption and build strong relationships. The
two main goals of the customer success organization are to drive customer retention and identify
opportunities where an company solution could help customers achieve long-term goals . The Customer Success
Manager should have an in-depth knowledge of the industry and should be able to maintain conversations
with C-level as well as VPs of Procurement, IT, Supply Chain, at major retailers and food servicers, in
North America. Specific responsibilities include: customer retention, identifying growth opportunities,
creation of strategic action plans, planning and leading executive business reviews, establishing and
refining tools and processes internally to facilitate customer interaction, and acting as a liaison between
Sales, Customer Support, Product Management and other internal departments to deliver a best-in-class
customer experience.
The Customer Success Manager has a deep understanding of complex supply chains and business
processes (specifically in perishables), accurately depict company messages, advise customers on buying
decisions, and foster relationships with decision makers to create brand loyalty. Excellent customer
success managers can persuade their customers to use products and solutions in ways they hadn t
previously thought of and have an inherent knack for knowing what a customer needs by identifying
inconsistencies and inefficiencies in their business processes. Ultimately, the Customer Success Manager is
responsible for owning the retention and success strategies for the customers in their book of business.
Customer Success Managers are required to prepare and present formal reports for key stakeholders
(internal and external).
Responsibilities:
● Act as a consultant to your customers to guide them through their customer journey
● Create and maintain comprehensive account plans (business overviews, key business initiatives,
success metrics, competitor analysis, relationship goals and strategy, sales opportunities and risk,
action plans, et
● Develop and evolve internal KPI s to track overall customer health and predict contract lifetime
value
● Establish and maintain meeting rhythms to ensure all customers are contacted within a defined
time period
● Promote retention of customers and overall positive experience with the brand
● Drive revenue growth in strategic accounts through assessing ever-changing customer business
needs and pairing company products and solutions to achieve desired outcomes
● Lead highly strategic cross-functional and cross-organizational initiatives
● Engage customer executives (C-Suite) to become a trusted, credible, valued partner. Level set on
expectations and gain buy-in on strategic plans.
● Ability to develop an in-depth understanding of customer s use of product and solutions to uncover
opportunities for new solution adoption
● Listen attentively to customer feedback and take action to address it
● Assist with onboarding efforts and other internal processes to facilitate positive customer
experiences
● Communicate common customer behaviors to other departments and advocate for change based
on customer needs while taking into account company goals and strategy
● Become an expert on all product/solutions offered by the company and offer insight and tips on
best practices
● Attend industry conferences and training to maintain proficiency and act as trusted advisor
● Proactively report and escalate issues to management for resolution prior to customer escalation
● Perform other related duties as assigned; manage many customers concurrently
Skills/Qualifications:
● Minimum of 5+ years of customer success, sales, or account management experience
● Expertise converting customer requirements into new product features and roadmap items
● Exceptional client management and communications skills, including experience with presenting
formally to C-Suite executives
● Proven track record of customer revenue growth through upselling and cross-selling products and
solutions to meet customer business needs
● Creative approach to problem solving and strong analytical skills
● Exceptional organizational/time-management and multitasking skills
● Comfortable talking about technical matters with business people and business matters with
technical people
● Exceptional written and verbal communication skills, with the professional confidence and
credibility to effectively engage and interact with all levels of an organization
● Demonstrated ability to lead high performing teams
● Strong working knowledge of IT applications, infrastructure, and technology stacks
● Strong understanding of software development life cycles
● Self-motivated, confident, and high-energy team player
● Experience implementing customer solutions in a professional services capacity a plus
Education:
Bachelor or Master degree
Additional Requirements:
Must have unrestricted ability to work in the United States. Must have the ability to travel
as required around the USA and Canada.