Senior Customer Success Manager (Supply chain experience)
RemoteUnited States or India
Job Summary
Own a named portfolio of enterprise accounts across North America, directly accountable for gross revenue retention, net revenue retention, and account health from renewal forecasting through churn prevention. Build joint success plans with customers by translating their supply chain objectives into adoption roadmaps and lead Executive and Quarterly Business Reviews to connect platform outcomes to business goals. Manage escalations by coordinating cross-functional resolution across Product, Engineering, and Support, while channeling structured product feedback and competitive signals to internal teams. Operate from Bengaluru during North American business hours (4:00 PM – 1:00 AM IST) and work from the office five days a week. Leverage advanced AI fluency to prepare for interactions, draft documentation, and analyze account patterns.
Required Qualifications
- 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
- Experience working in SaaS companies
- Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes
- Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders
- Advanced AI fluency is a requirement for this role: hands-on proficiency with Claude and other AI tools to prepare for customer interactions, draft renewal documentation, analyze account patterns, and scale your output
- The ability to direct AI effectively, evaluate outputs critically, and apply it responsibly
- Data fluency: you can pull and interpret adoption and consumption reports, build a churn or expansion narrative from behavioral signals, and present that story convincingly to both customers and internal leadership without a data analyst in the room
- Comfortable operating across cultures and time zones
- confident, clear communication with North American customers and stakeholders
- navigating ambiguity without in-person context
- Work from office expectations: This role requires you to operate from office all 5 days in a week
- Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST)
Desired Qualifications
- Supply chain, logistics, or freight technology domain experience is a good to have
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