Senior Customer Success Manager

Summary

Join our dynamic Client Experience team as a Senior Customer Success Manager, managing high-revenue accounts and ensuring clients see value and achieve success with e2open's solutions.

Requirements

• Bachelor’s degree desirable; post-graduate education or relevant certifications in Science, IT, or Supply Chain Management preferred
• 8–10+ years of experience in customer success or account management roles, ideally working with strategic or enterprise-level accounts
• Excellent verbal and written communication skills in English; capable of engaging and influencing senior stakeholders across channels including Teams, Zoom, and in person
• Proven ability to lead and influence cross-functional teams. A “can-do” attitude with strong skills in problem-solving, managing competing priorities, and leading without authority
• Demonstrated ability to leverage data, metrics, and analytics to drive customer success outcomes and inform business strategy
• Skilled in building and nurturing strategic customer relationships and managing multiple high-priority cases, with a strong focus on customer satisfaction and growth
• Comfortable working in diverse environments—remote, in-office, or customer-site—and handling “hot” customer issues with urgency and grace
• Strong working knowledge of Microsoft Office (Excel, Word, Outlook, PowerPoint, Teams), CRM platforms like Salesforce, and reporting tools like QlikSense
• Familiarity with data analysis tools to monitor trends and proactively improve customer success strategies

Responsibilities

• Act as a senior advisor, partnering with C-level and executive stakeholders at both e2open and assigned accounts
• Develop deep knowledge of e2open’s solutions within logistics, global trade management, and supply chain, and map these to the customer’s key business use cases
• Track, analyse, and report on key performance indicators and Net Revenue Retention. Drive adoption, monitor usage, and proactively identify risks
• Use data-driven insights to identify trends, optimize processes, and continuously improve the customer experience. Advocate for customers internally, making e2open an easy partner to do business with
• Share best practices and thought leadership with clients, positioning yourself as a trusted partner in their success journey
• Quickly assess the potential business impact of service interruptions. Navigate challenging situations with expert escalation and relationship management skills
• Identify upsell and cross-sell opportunities, collaborating with Account Directors and Sales Leaders to drive expansion within accounts
• Foster customer loyalty and advocacy, ensuring assigned accounts are strong brand references for e2open