CUSTOMER SUCCESS MANAGER

CoSMo Company; Emea; Remote; IDR 200.000.000 - 300.000.000; Full time

Job summary

A pioneering AI-simulation vendor is seeking a Customer Success Manager to drive client engagement and ensure successful adoption of their innovative solutions. You will manage key client relationships with a focus on the Supply Chain domain, leveraging your substantial experience to deliver value and achieve financial goals. The role offers a dynamic work environment and competitive compensation, with flexibility in location across Europe.

Benefits

Inclusive culture

Impactful work

Professional growth

Competitive compensation

Qualifications

• Proven experience in Supply Chain management, understanding industry trends.
• 10+ years managing complex customer relationships.
• Ability to solve complex business problems with data-driven decision-making.
• Hands-on approach to learning technical aspects.
• Excellent interpersonal skills with proactive problem anticipation.
• Experience in agile teams contributing to objectives.

Responsibilities

• Manage global relationships to ensure subscription adoption.
• Align with revenue goals by tracking financial metrics.
• Drive client onboarding, adoption, and retention.
• Lead Value Bootcamps to identify use cases.
• Ensure solution configuration and initial value creation.
• Oversee expansion of pilot functionalities.
• Anticipate customer needs and maintain strong relationships.
• Collaborate with Delivery and Sales teams for client satisfaction.

Skills

Supply Chain management

Customer relationship management

Analytical skills

Strategic communication

Team collaboration

Problem-solving

Execution-oriented

Education

Degree in Engineering or related field

Advanced degree preferred

Job description

Overview:

This role will involve up to 50% business travel to client sites across the EMEA region. Join Cosmo Tech, a pioneering AI-simulation software vendor, as a Customer Success Manager in the EMEA region. Reporting to the Director of Customer Success, you will play a pivotal role in driving client engagement, ensuring successful adoption of our innovative solutions, and achieving sustainable business growth. By leveraging your technical expertise, business acumen and industry perspectives you will be instrumental in delivering exceptional value to our clients, particularly within the Supply Chain domain, through structured customer engagement cycles.

Responsibilities:

• Account Management: Manage global relationships with assigned accounts to ensure adoption and expansion of the subscription, acting as the primary point of contact and trusted advisor.
• Financial Performance: Ensure alignment with revenue and gross margin goals by tracking financial metrics and contributing to business growth.
• Client Engagement: Drive successful client onboarding, adoption, and retention through the structured Cosmo Tech engagement cycle (Bootcamp, Starter Phase, Scale).
• Value Bootcamp Leadership: Lead and facilitate Value Bootcamps to identify high-impact use cases, prepare contextualized demos, and align AI initiatives with customer maturity and processes.
• Starter Phase Execution: Actively lead the pilot phase, ensuring solution configuration, initial value creation, and achieving subscription commitments.
• Scale Phase Ownership: Oversee the expansion of pilot functionalities, integration into customer ecosystems, and the delivery of promised outcomes while identifying and pursuing opportunities for revenue growth with new use cases.
• Customer Advocacy: Anticipate customer needs, address challenges proactively, and foster strong, transparent relationships, maintaining open and constructive communication.
• Collaboration: Work closely with the Delivery and Sales teams to ensure seamless execution and satisfaction of client objectives.

Qualifications:

• Business Expertise: Proven experience in Supply Chain management, with a strong understanding of industry trends and challenges.
• Customer Relationship Management: At least 10 years of experience managing complex customer relationships, with a track record of driving engagement and retention.
• Problem-Solving: Strong analytical skills, with the ability to solve complex business problems and a familiarity with statistics and data-driven decision-making.
• Execution-Oriented: A hands-on approach and willingness to learn and work on technical aspects, including contextualized demos and data modelling.
• Strategic Communication: Excellent interpersonal and communication skills, with the ability to anticipate customer needs and address challenges proactively.
• Team Collaboration: Experience working in small, agile teams, contributing to both strategic objectives and day-to-day operations.
• Educational Background: Degree in Engineering or a related fi eld; advanced degree preferred.
• Fluent in English.

Key Metrics:

• Customer Satisfaction: Measured through engagement surveys and direct feedback.
• Revenue and Gross Margin Goals: Achievement of financial targets for assigned accounts.
• Adoption Rates: Successful onboarding and use of Cosmo Tech solutions.
• Subscription Conversion: Conversion of pilots into long-term subscription agreements.

What we offer at Cosmo

• Inclusive Culture: A diverse and inclusive work environment that values collaboration and creativity.
• Impactful Work: Contribute to cutting-edge solutions that drive transformation in the Manufacturing and Supply Chain industries.
• Professional Growth: Opportunities for continuous learning and career advancement within a dynamic, innovative company.
• Competitive Compensation: Attractive salary with a performance-based commission structure.
• Location: Flexible within Europe.