Customer Success Manager supporting Jonas Software’s enterprise software clients across USA and Canada. Resolving technical issues, driving retention, and identifying software adoption opportunities.
About the role
- Senior Customer Success Manager helping SPS Commerce customers adopt cloud-based supply chain solutions. Driving retention, expansion revenue, and strategic customer outcomes.
Responsibilities
- Develop a deep understanding of customers’ business models and build trusted-adviser relationships
- Create plans covering critical success factors, metrics, targets, and recommendations addressing strategic goals and business challenges
- Deliver revenue recovery services efficiently and effectively
- Monitor account performance and keep projects on track
- Implement structured programs to drive adoption at low-usage accounts
- Identify and execute opportunities to increase contract value through scope expansion and cross-selling
- Maintain accurate forecasts of expansion revenue and renewal pipelines
- Report progress against targets to leadership
- Build relationships with decision-makers across finance, operations, and supply chain teams
- Drive adoption of new services
Requirements
- Bachelor’s degree or equivalent combination of education and experience
- 2+ years of Customer Success Management (CSM) experience or 3–5 years of professional business experience in Sales or Account Management
- Experience within a SaaS environment or experience with SaaS clients
- Proven ability to build strong customer relationships, including experience working with C-level and SVP-level executives
- Experience conducting executive business reviews
- Excellent verbal and written communication, presentation, organization, and time management skills
- Thoughtful approach to addressing customer pain points
- Ability to work in a fast-paced environment
- Strong listening skills and ability to quickly assess changing priorities
- Experience driving organization-wide initiatives is preferred
Benefits
- Comprehensive benefits package designed to support employees’ health, well-being, and financial security
- Benefits are country-specific and aligned with local laws and market practices
- Hybrid work model
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