Sr. Manager, Customer Success

Role overview Lead a team of Customer Success Managers responsible for helping enterprise customers realize value from complex supply-chain software. You will guide account strategy, strengthen executive relationships, manage risks, and support renewals and growth. Success is measured through customer satisfaction and health, retention, and account expansion, in close partnership with sales, operations, product, and leadership teams.

Responsibilities - Coach, develop, and manage Customer Success Managers, including hiring and onboarding new team members. - Build relationships with customer executives and internal champions, and act as an escalation point for difficult account issues. - Guide account planning, customer objectives, risk mitigation, renewals, and expansion strategies. - Help improve customer success playbooks and coach the team on applying them consistently. - Coordinate with sales, renewals, product, operations, and other leaders to meet customer needs and improve outcomes. - Travel for customer site visits, approximately 25% of the time.

Requirements - Seven or more years in account management, consulting, or customer success. - At least three years directly managing customer-facing teams. - Experience with complex software and direct or indirect exposure to freight management or supply-chain operations. - Ability to influence through persuasion, negotiation, and consensus building. - Strong communication and presentation skills, with an analytical and process-oriented approach. - Bachelor’s degree or equivalent experience.

Nice to have - Experience in supply chain or related SaaS, and familiarity with technology startups. - MBA.

Benefits and work setup - The listed annual base salary range is $145,000–$175,000, with eligibility for bonus, incentives, and stock options. - Benefits include medical, dental, and vision coverage, retirement matching, paid parental leave, generous paid time off, recharge and volunteer days, wellness support, and learning opportunities. - Commuter benefits are available for in-office employees in Chicago.