SAAS Customer Success Manager - FMCG

I. Strategic Implementation Leadership (The Build)

• You will guarantee that every SAAS platform launch is fast, accurate, and sets the customer up for long-term success.
• Executive Ownership: Serve as the regional executive sponsor for high-value implementations. Ensure Sales Handover Validation is rigorous and project scopes align with regional realities.
• Methodology & Quality: Define and enforce high-quality standards across the implementation lifecycle (BRD, Configuration, UAT). You are the final approver before Go-Live, signing off on system readiness and data integrity.
• Integration Command: Navigate the complexities of client ERP/SAP integration. Coordinate closely with our R&D and Integration teams, acting as the technical bridge to ensure seamless, real-time data flow for our customers.
• Driving Velocity: Relentlessly focus on accelerating project timelines without sacrificing quality, ensuring maximum Time-to-Value for our clients.

II. Customer Success & Adoption (The Grow)

• Your primary mandate shifts to guaranteeing that the platform is not just live, but is deeply adopted across all layers of the clients distribution network.
• Value Realization: Define and track key metrics that matter. Proactively identify and resolve adoption roadblocks to minimize churn risk and maximize Customer Lifetime Value (CLV).
• Deep Customer Insight (Client Beat): Go beyond the office. Conduct regular
• Client Beat Visits across the region to sit with distributors and DSRs (sales rep), gaining firsthand insight into their operations to drive relevant platform usage.
• Hypercare & Transition: Lead the high-intensity Hypercare phase, transforming initial issues into immediate wins. Ensure a smooth, documented handover to the BAU Account Management team for ongoing farming.
• Process Elevation: Lead internal retrospectives to capture regional learnings and continuously refine our implementation playbooks, making SAAS a benchmark for SAAS delivery excellence.

What You'll Bring:

• Proven Experience: 7+ years in a Customer Success or Professional
• Services leadership role within a B2B SAAS environment.
• Industry Expertise: A deep, working knowledge of the CPG distribution ecosystem (secondary sales, distributor management, trade promotion). You understand the sales representative's day-to-day.
• Strategic Leadership: Demonstrated ability to lead, mentor, and motivate geographically dispersed Implementation and Account Management teams.
• Stakeholder Mastery: Exceptional ability to influence and manage executive-level relationships, both with internal VPs and external C-suite clients.
• Technical Fluency: Comfort overseeing complex data migrations and
• ERP/SAAS integration projects.
• Road Warrior Mentality: Willingness and ability to travel frequently across the assigned region to govern projects and engage directly with key clients.