Senior Customer Success Manager (Supply chain experience)

Project 44; Bengaluru; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

project44 is seeking a Senior Customer Success Manager to own a named portfolio of enterprise North American accounts. You will partner with executives, influence renewals, and drive outcomes across cross-functional teams including Product, Support, and Engineering.

You will manage renewal lifecycles, escalations, and success plans, while leveraging AI tools to analyze usage and craft growth strategies in a globally distributed environment.

Qualifications

• 5+ years in Customer Success Tech Touch, Product Specialist, or Project Management.
• Experience in SaaS companies is required.
• Supply chain or logistics tech experience is a plus.
• Strong track record owning and growing enterprise accounts (GRR/NRR).
• Experience delivering Executive Business Reviews (EBRs) or QBRs with senior leaders.
• Advanced AI fluency with tools like Claude for renewal prep and insights.
• Data fluency to build adoption/usage narratives for leadership.

Responsibilities

• Own a named portfolio of enterprise accounts across North America with full revenue accountability.
• Lead Joint Success Plans translating client objectives into adoption roadmaps.
• Chair Executive/Quarterly Business Reviews aligned to platform outcomes.
• Manage escalations across Product, Engineering, and Support.
• Channel customer feedback and use-cases to Product/Enablement with context.
• Work North American hours from Bengaluru (4:00 PM – 1:00 AM IST).

Skills

Customer success

SaaS experience

AI fluency

Data analysis

Executive reviews

Cross-cultural communication

Tools

Jira

Confluence

Clari

Observe

Job description

Senior Customer Success Manager (Supply chain experience)

Why project44?

At project44, we believe in better.

We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world.

With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward.

Headquartered in Chicago, IL with a 2nd HQ in Bengaluru, India we are powered by a diverse global team that is tackling the toughest logistics challenges with innovation, urgency, and purpose.

AI at project44

We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you're building product, serving customers, managing people, or running operations, AI is a tool you're expected to use with intent, curiosity, and judgment. We don't expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team's AI fluency because we believe it's a competitive advantage for every person at project44, not just our engineers.

If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk.What you’ll be workingon:

What you’ll be working on:

Shift Time: 4:00 PM - 1:00 AM IST

About The Role

We are looking for a Senior Customer Success Manager to own a named portfolio of enterprise accounts across North America, working closely with Account Executives, Product, Support, and cross-functional teams to protect and grow project44’s existing customer base.

In this role, you will serve as the primary strategic partner for your accounts — directly accountable for retention, expansion, and long-term customer health. You will build executive-level relationships, govern the renewal lifecycle, own escalation management, and drive measurable business outcomes.

• Own a named portfolio of enterprise accounts across North America with full accountability for gross revenue retention (GRR), net revenue retention (NRR), and account health — from renewal forecasting and risk identification through save plays and churn prevention.
• Build and execute joint success plans with each customer: translating their supply chain and logistics business objectives into a structured adoption roadmap.
• Lead structured Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to connect platform outcomes to customer business goals.
• Own escalation management for accounts in your portfolio: coordinate cross-functional resolution across Product, Engineering, and Support.
• Represent the voice of your customers internally: channel structured product feedback, competitive signals, and use‑case patterns to Product and Enablement teams with context and prioritization.
• Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST), building trusted, high-value relationships with enterprise customers and internal stakeholders across time zones and cultures.

About You

Basic Qualifications

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

Other Qualifications

• Supply chain, logistics, or freight technology domain experience is a good to have
• Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes.
• Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C‑suite stakeholders.
• Advanced AI fluency is a requirement for this role: hands‑on proficiency with Claude and other AI tools to prepare for customer interactions, draft renewal documentation, analyze account patterns, and scale your output. The ability to direct AI effectively, evaluate outputs critically, and apply it responsibly is as important as the proficiency itself.
• Data fluency: you can pull and interpret adoption and consumption reports, build a churn or expansion narrative from behavioral signals, and present that story convincingly to both customers and internal leadership without a data analyst in the room.
• Comfortable operating across cultures and time zones; this role requires confident, clear communication with North American customers and stakeholders, including navigating ambiguity without in‑person context.

Technologies We Use

• Jira
• Confluence
• Clari
• Observe

Work from office expectations: This role requires you to operate from office all 5 days in a week.

Diversity & Inclusion

At project44, we’re designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world‑class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day.

We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture.

project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application!

For any needed accommodations during the hiring process, please [e-mail] . Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.

About project44

Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.