Customer Success Manager- Enterprise

Osa Commerce; Atlanta (GA); Hybrid; USD 102,000 - 269,000; Full time

Job summary

A leading software development company is seeking a Customer Success Manager - Enterprise to advocate for large clients, ensuring they maximize value from the platform. This role includes overseeing onboarding, driving product adoption, and implementing communication strategies to enhance customer satisfaction and retention. Ideal candidates will have significant experience in SaaS and supply chain technology, with strong organizational and analytical skills.

Benefits

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Disability insurance

Qualifications

• 5+ years in SaaS customer success or account management.
• Experience with supply chain technology.
• Proven experience with enterprise-level clients.

Responsibilities

• Build long-term relationships to achieve retention goals.
• Track customer satisfaction metrics and provide insights.
• Oversee a portfolio of accounts and conduct client meetings.

Skills

Communication

Strategic Planning

Stakeholder Management

Data-driven mindset

Organizational Skills

Tools

Salesforce

Gainsight

Asana

JIRA

Slack

Job description

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Senior HR Director | ecommerce & Supply Chain Technology | Leadership Advisor

As an Enterprise Customer Success Manager, you will be the core advocate for our largest clients—helping them unlock value from our platform, drive adoption, and ensure long-term success. You’ll proactively guide customers through onboarding, strategic adoption, and renewal phases, building strong relationships and preventing supply chain inefficiencies.

Key Responsibilities:

• Build long-term relationships to achieve retention goals
• Track customer satisfaction metrics and trends, providing actionable insights to improve the customer experience
• Oversee a portfolio of accounts, including medium-sized and large-scale businesses.
• Conduct client meetings and build actionable plans; occasional travel required.
• Collaborate with product, sales and marketing teams to best support the customers.
• Provide detailed customer communication plans to drive projects, escalations, and expansion opportunities forward.
• Implementation oversight and collaboration with the Dev and Customer Success Team to track timelines and manage expectations during implementation.

Qualifications:

• 5+ years in SaaS customer success or account management—ideally at supply chain technology provider
• Supply chain experience—ecommerce, OMS, WMS, or 3PL fulfillment—required
• Proven experience with enterprise-level clients (e.g., brands, retailers, 3PLs, logistics)
• Excellent communication, strategic planning, and stakeholder management skills
• Data-driven mindset: proficient at interpreting usage analytics to drive action
• Ability to manage complex customer ecosystems and navigate cross-functional processes
• Strong organizational skills and adaptability in fast-paced environments
• Familiarity with CRM tools (Salesforce, Gainsight) and workflow platforms (Asana, JIRA, Slack)
• Hybrid work environment preferred; Open to remote talent for qualified applicants (Alpharetta, GA)

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Paid maternity leave

Disability insurance

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