Manager, Customer Success, B2B

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the senior relationship manager for a portfolio of key B2B enterprise accounts.

• Establish trusted partnerships with operational leaders and executive stakeholders.

• Create and implement strategic account plans that align with client goals and Exol’s priorities.

• Facilitate executive business reviews and strategic planning sessions.

• Track account health and relay performance metrics against client KPIs and SLAs.

• Oversee intricate renewals, multi-year contracts, Statements of Work, pricing models, and contractual obligations.

• Enhance customer retention and drive net revenue growth through expansion, cross-selling, automation, and ongoing improvement initiatives.

• Manage onboarding and implementation processes for large-scale, multi-phase enterprise accounts.

• Ensure accurate maintenance of customer documentation.

• Offer category expertise, best practices, and informal mentorship to the wider Customer Success team.

• Collaborate with teams across Operations, Engineering, Technology, Sales, Legal, and Finance.

⛳️ Requirements

• A Bachelor’s degree in Business, Supply Chain, Logistics, Operations Management, or a related field is preferred.

• At least 8 years of relevant experience or equivalent professional background.

• Experience in supporting Consumer Packaged Goods, grocery, or food and beverage manufacturing, distribution, fulfillment, or supply chain operations.

• Proven track record in managing complex, multi-stakeholder enterprise accounts, executive relationships, and strategic account planning.

• Experience in leading contract renewals, commercial negotiations, Statements of Work, pricing discussions, and account expansion efforts.

• Exceptional skills in executive communication, presentation, negotiation, problem-solving, and cross-functional leadership.

• Proficiency with CRM systems, Microsoft Office, and reporting tools.

• A valid driver's license is required.

• Willingness to travel by car or fly to client sites and company headquarters.

• Experience with WMS, TMS, or similar supply chain technologies is preferred.

🏝️ Benefits

• Up to 30% travel may be necessary.

• Business travel expenses will be reimbursed in accordance with program guidelines.

• Eligible employees may receive a corporate credit card depending on their role and travel needs.