Customer Success Manager

Job Description

Role We are seeking an experienced and analytical Customer Success Manager (CSM) to drive value realization, adoption, and growth for our North American clients. Reporting to the Customer Success Lead, the CSM will act as a strategic advisor, ensuring customers achieve their business outcomes through Pando\u2019s platform. Key Responsibilities - Proactively quantify and report business value delivered, including savings, efficiency gains, and service improvements - Use product usage data to identify adoption gaps and optimize value delivery - Own customer relationships across operational and executive levels - Create and execute success plans tied to customer goals and KPIs - Conduct regular business reviews, product roadmap discussions, and training sessions - Resolve issues by coordinating with Support & Technical teams - Identify upsell and expansion opportunities in partnership with Sales - Promote Customer Advocacy through case studies and reference programs - Ensure smooth renewals, invoicing, and collections - Share customer insights with internal teams to inform product development Requirements - 6-8 years of experience in Customer Success, Consulting, or Account Management roles - Prior experience with enterprise SaaS products (CSM experience preferred) - Supply chain, logistics, or transportation domain experience is a must - Strong consulting background with an analytical and problem-solving mindset - Exceptional communication and relationship-building skills - Comfortable with data analysis, dashboards, and customer health metrics - Ability to manage multiple accounts and prioritize tasks effectively Preferred - MBA in Operations - Experience with clients in Manufacturing, Retail, CPG, or Life Sciences - Familiarity with supply chain optimization, planning, and analytics tools - Previous experience supporting US/Europe-based clients - US visa is a plus