Sr. Customer Success Manager

Kinaxis; Atlanta (GA); Remote; USD 90,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Senior Customer Success Manager, where you'll drive customer success for large enterprise accounts. This remote role allows you to build long-term partnerships with key stakeholders while managing governance models and ensuring strategic alignment. You'll collaborate closely with sales to identify growth opportunities and enhance customer value through tailored success plans. If you're passionate about supply chain management and thrive in a dynamic environment, this is the perfect opportunity to make a significant impact.

Benefits

Flexible vacation

Wellness programs

Fitness classes

Mentorship

Recognition

Hackathons

Qualifications

• 7+ years of experience leading global accounts with proven success.
• Solid understanding of supply chain processes and systems.

Responsibilities

• Drive value realization and ensure success for enterprise customers.
• Develop customized success plans and manage light commercial responsibilities.

Skills

Customer Relationship Management

Supply Chain Management

Communication Skills

Salesforce

Gainsight

Governance Models

Team Leadership

Education

Bachelor’s degree in Business

MBA or advanced degree

Tools

Salesforce (SFDC)

Gainsight

Job description

Join to apply for the Sr. Customer Success Manager role at Kinaxis

1 day ago Be among the first 25 applicants

About Kinaxis

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, supporting 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in the US and around the world as we continue to innovate and revolutionize how we support our customers.

Kinaxis has a well-established team of Sales and Professional Services professionals across the US. Our newest office is based in Irving’s Las Colinas development and will serve as a centralized hub for employees and customers from across the US to collaborate on solving major supply chain challenges.

Location
This is a remote position. You can work from anywhere in North America.

About The Team
The Senior Customer Success Manager is responsible for driving value realization, creating renewal readiness, and ensuring the success of Kinaxis' large enterprise customers. This role involves leading a consultative approach to program delivery, fostering strong relationships with internal and customer executive stakeholders, and advocating for customer needs to maximize the value of Kinaxis solutions. In addition to monitoring customer health and facilitating adoption, the Senior CSM will handle light commercial responsibilities, such as managing licenses, user scenarios, and solution usage. This role works closely with Sales to identify and pursue upsell, cross-sell, and Next-Sell opportunities while aligning solutions with customer business objectives.

What you will do

1. Lead relationships with key customer stakeholders, understanding their organizational structures, strategic goals, and supply chain operations while building trusted, long-term partnerships.
2. Develop and maintain a governance model for large enterprise accounts, ensuring consistent engagement and strategic alignment across all stakeholders.
3. Create customized success plans for enterprise accounts, incorporating customer business drivers into solution deployment, adoption, and renewal strategies.
4. Partner with Sales to support account planning, identify growth opportunities, and drive customer success initiatives.
5. Manage light commercial responsibilities, such as tracking licenses, users, and scenarios, to enhance account value and foster growth.
6. Identify upsell and Next-Sell opportunities by leveraging insights into customer business units, subsidiaries, and supply chain operations.
7. Lead cross-functional teams to develop and execute strategies that optimize customer success and business outcomes.
8. Communicate regularly with internal and external executive stakeholders to build and maintain strong, trusted relationships.
9. Align customer business priorities with Kinaxis’ product roadmap, ensuring solutions meet current and future needs.
10. Define and monitor customer-specific KPIs, providing guidance, risk mitigation strategies, and actionable insights for decision-making.
11. Manage escalations by coordinating with internal teams to develop effective solutions that maintain customer trust and satisfaction.

What we are looking for

• Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree preferred.
• 7+ years of experience leading Forbes Top 100 and global accounts, with a proven track record of leading cross-functional teams to drive customer success.
• Demonstrated ability to develop governance models and customized success plans for global enterprise accounts.
• Proven success in driving technology adoption and customer business transformation to ensure sustained value realization.
• Experience supporting Next-Sell, upsell, and cross-sell opportunities, ideally within enterprise or global accounts.
• Solid understanding of Supply Chain Management, including processes, systems, and operational best practices.
• Excellent communication skills, with the ability to deliver impactful presentations and engage effectively with executive stakeholders.
• Experience with SaaS platforms for delivering business solutions.
• Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships and track account health.
• PMP certification is a plus.
• Ability to travel up to 20% for global client sites, subsidiaries, and industry events.

#Intermediate

Work With Impact: Our platform directly helps companies power the world’s supply chains, visible daily in store shelves, medication availability, and more.

Work with Fortune 500 Brands: Trusted by companies like Ford, Unilever, Yamaha, P&G, Lockheed-Martin, and others to enhance their supply chain planning and execution.

Social Responsibility at Kinaxis: Committed to diversity, equity, inclusion, sustainability, and community engagement, with initiatives on unconscious bias, net-zero operations, and community support.

Our perks include flexible vacation, work options, wellness programs, fitness classes, mentorship, recognition, and hackathons.

For more info, visit www.kinaxis.com or our blog.

Kinaxis is committed to accessibility and fairness in recruitment. Contact [e-mail] for accommodations. We use AI in initial resume screening, but final hiring decisions are made by humans.