Customer Success Manager

Job Description

Strategic Customer Success Manager - Enterprise Technology & Supply Chain

Are you a Customer Success Specialist who wants to be a strategic partner, not an order-status manager?

An established global technology and service supply chain organisation is looking for a Strategic Customer Success Manager to take ownership of a portfolio of complex enterprise customers, helping them achieve measurable operational and commercial outcomes.

This is an opportunity to step beyond traditional account management and become a trusted advisor to senior stakeholders, using data, commercial insight and operational expertise to identify opportunities, mitigate risk and drive long-term customer value.

You’ll work with enterprise customers with significant annual spend, partnering with senior decision-makers across technology, operations, supply chain and procurement.

What will you be doing?

You’ll own the strategic success of a portfolio of enterprise customers, becoming deeply embedded in their business and understanding what they are trying to achieve.

Your responsibilities will include:

• Build trusted relationships with executive and operational stakeholders across complex enterprise accounts.
• Understand customers’ business priorities, operational challenges and supply chain objectives.
• Lead strategic business reviews focused on outcomes, performance, optimisation and future opportunities.
• Analyse operational and service data to identify trends, risks, inefficiencies and opportunities for improvement.
• Translate data and analytics into clear, commercially relevant recommendations.
• Develop proactive customer success plans tied to measurable business outcomes.
• Help customers quantify value across efficiency, cost optimisation, scalability and service performance.
• Identify and proactively mitigate customer risks before they become retention issues.
• Partner closely with Account Management on retention, expansion and growth opportunities.
• Collaborate across Product, Operations, Sales and Support to resolve complex challenges and improve the customer experience.
• Bring customer insight back into the wider business to influence product and service improvements.

What makes this opportunity different?

This isn’t a traditional CSM role centred around reactive support, ticket management or simply checking in with customers.

You’ll have the opportunity to shape how enterprise Customer Success operates, helping build a more strategic, data-led and commercially focused function.

You’ll be expected to challenge customers constructively, uncover opportunities they may not have identified themselves and demonstrate the tangible value being delivered.

The ideal person will enjoy working in environments where Customer Success, consulting, operations and commercial strategy overlap.

You’ll be particularly well suited if you have experience in:

• Enterprise Customer Success / Strategic Account Management
• Complex B2B SaaS or technology environments
• Supply chain, logistics, field services or service operations
• Data-led customer optimisation or value realisation
• Executive stakeholder management
• Customer retention, expansion and commercial growth
• Building Customer Success frameworks, playbooks or engagement models

You’ll need strong business and financial acumen, excellent communication skills and the confidence to influence stakeholders across highly matrixed organisations.

Ready to make Customer Success genuinely strategic?

This is a chance to join a growing global organisation at an important stage of its Customer Success evolution, with the opportunity to influence both enterprise customer outcomes and the development of the wider CS function.

If you’re an experienced enterprise CSM who enjoys solving complex operational problems, working with senior stakeholders and proving measurable customer value, we’d like to hear from you.

Location: US-based
Travel: Up to 25%
Level: Strategic / Enterprise Customer Success
Customer Portfolio: Enterprise accounts with $5M+ ARR