Senior Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +4 more countries.

📋 Description

• Foster trusted, long-term relationships with executive and senior stakeholder teams within designated accounts.

• Comprehend strategic supply-chain goals and align Kinaxis solutions accordingly.

• Create and uphold account governance frameworks, including executive business reviews, stakeholder mapping, success-plan schedules, and risk/issue forums.

• Develop tailored success plans that incorporate customer business drivers, KPIs, time-to-value, adoption, deployment, and renewal preparedness.

• Collaborate with Sales and Renewals on account strategies, growth opportunities, and the qualification of expansion leads.

• Monitor licenses, users, and scenarios to increase account value and contribute to growth.

• Analyze account usage, health, risks, and upsell signals; identify and transfer qualified expansion opportunities.

• Lead cross-functional teams to boost adoption, achieve business objectives, and drive growth.

• Maintain regular communication with internal and external executive stakeholders.

• Align customer priorities with the Kinaxis product roadmap.

• Define and monitor customer-specific KPIs, offer guidance and risk mitigation strategies, and provide actionable insights.

• Manage escalations by coordinating with internal teams to create effective solutions that uphold customer trust and satisfaction.

⛳️ Requirements

• Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree is preferred.

• Over 7 years of experience managing Forbes Top 100 and global enterprise accounts.

• Proven track record in leading enterprise account governance models and developing customized success plans.

• Demonstrated success in promoting technology adoption and facilitating customer business transformation to ensure value realization, driving account growth and enhancing lifetime value.

• Experience in identifying, qualifying, or supporting upsell, cross-sell, and next-sell opportunities in enterprise environments.

• Strong understanding of Supply Chain Management, including familiarity with processes, systems, and operational best practices.

• Exceptional written and verbal communication skills, with a proven ability to deliver impactful presentations and engage effectively with executive-level stakeholders.

• Experience utilizing SaaS platforms to provide business solutions.

• Extensive experience using Salesforce (SFDC) and Gainsight to manage customer relationships, monitor account health, and promote proactive engagement.

• Project Management Professional (PMP) Certification is considered an asset.

• Willingness to travel up to 20% to global client locations, subsidiaries, and industry events as needed.

🏝️ Benefits

• Flexible vacation and Kinaxis Days (company-wide days off).

• Flexible work arrangements.

• Programs for physical and mental well-being.

• Regularly scheduled virtual fitness classes.

• Mentorship programs, training, and career development opportunities.

• Recognition programs and referral incentives.

• Hackathons.