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Customer Success Senior Manager

Customer Success Senior Manager

Impact Analytics

12 - 15 years

45 - 50 Lacs

bengaluru

Posted:1 hour ago| Platform:

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Skills Required

supply chain sap consulting machine learning workflow account management microsoft analytics risk mitigation sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

The impact that you will be making

Strategic Ownership

Own the end-to-end post-go-live journey for strategic accounts (Retail/CPG focus)

Develop and execute long-term Customer Success Roadmaps aligned to client KPIs (e.g., forecast accuracy, OTIF, inventory turns, lost-sales reduction)

Serve as the primary escalation point and orchestrate cross-functional resolution (Support, Product, R&D)

Adoption & Value Realization

Drive utilization & adoption metrics (active users, workflow completion, AI-agent engagement)

Conduct Value Baselining Workshops and track ROI using Impact Analytics proprietary metrics framework

Lead QBRs / EBRs with data-backed narratives on business impact (e.g., $XM inventory reduction , X% improvement in Forecast Accuracy )

Executive Relationship & Advocacy

Build and nurture C-level sponsorship (Chief Supply Chain Officer, VP Planning, CIO)

Position clients as references case studies, speaking at Impact Analytics events, co-innovation labs

Act as the voice of the customer internally; influence product roadmap with field insights

Risk Mitigation & Expansion

Proactively identify at-risk accounts via health scores, NPS, and usage trends

Uncover expansion opportunities (new modules, user seats, adjacent use cases) in collaboration with Sales

Negotiate renewals and secure multi-year commitments

What lands you in this role

12-15 years in Customer Success, Account Management, or Consulting within supply chain SaaS (Blue Yonder, o9, Kinaxis, Anaplan, SAP IBP, etc.) Deep domain expertise in Demand Planning, Replenishment, DRP, and Inventory Optimization

Proven track record of driving $5M+ ARR retention/expansion in post-go-live environments

Experience leading QBRs with C-suite and delivering ROI storytelling

Strong analytical horsepower comfortable with KPIs, SQL-lite queries, and BI tools

Hands-on experience with AI/ML-driven planning tools or Agentic AI workflows

Certification in APICS CPIM/CSCP, Kinaxis, Blue Yonder or o9

Prior P&L ownership or team leadership (4-10 direct reports)

Executive presence, stakeholder management, and influence without authority

Bias for action in fast-paced, ambiguous environments P

Passion for Retail/CPG transformation and measurable business outcomes

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Customer Success Senior Manager