Senior Manager, Customer Success

Role Overview: You will be a highly driven and strategic Senior Customer Success Manager responsible for leading relationships with large enterprise logistics clients. Your main focus will be to ensure successful adoption of the SaaS platform, deliver measurable business value, and drive retention and growth. You will work closely with C-level stakeholders, supply chain leaders, and operations teams to optimize logistics operations using our solutions. Key Responsibilities: - Own the end-to-end relationship with assigned enterprise logistics accounts, serving as a trusted advisor post-sales. - Drive customer onboarding, adoption, and success plans to ensure the delivery of ROI and the achievement of client KPIs. - Conduct Quarterly Business Reviews (QBRs) with senior stakeholders to showcase value and identify growth opportunities. - Collaborate with Product and Solutions teams to translate customer feedback into product enhancements aligned with the logistics domain. - Identify risks early, manage escalations effectively, and ensure high retention and renewal rates. - Partner with Sales/Account Executives to drive expansion opportunities (upsell/cross-sell) within large accounts. - Track account health using data-driven insights and logistics performance metrics. - Mentor and guide junior CSMs to handle complex customer engagements. Qualification Required: - Bachelor's degree in Business, Supply Chain, Technology, or related field; MBA is a plus. - 7-10 years of experience in Customer Success/Account Management in a SaaS environment, with 3-5 years managing enterprise accounts. - Domain expertise in logistics, supply chain, or transportation technology (TMS, WMS, Freight SaaS, etc.). - Proven success in retaining and growing enterprise accounts with large-scale SaaS adoption. - Strong stakeholder management skills, with experience engaging C-level executives in logistics/operations. - Skilled at conducting QBRs, presenting data-driven insights, and building business cases. - Familiarity with CRM/CSM platforms (Salesforce, Gainsight, HubSpot, etc.) and logistics KPIs.,