Customer Success Manager

Role Objective

To own and strengthen customer relationships by driving successful onboarding, product adoption, and long-term value realization, while ensuring high customer satisfaction, renewals, and growth through proactive engagement, data-driven insights, and trusted partnership.

Key Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned customer accounts, owning overall account health, renewals, retention, and growth.
• Understand customer business strategy and risk management posture, and lead customers through all phases of implementation using the Supply Wisdom Customer Success methodology.
• Build strong, long-term customer relationships to drive advocacy, satisfaction, and measurable outcomes.
• Drive product adoption and long-term value realization by proactively analyzing usage, feature adoption, and customer behavior to identify opportunities and risks.
• Develop and execute end-to-end customer engagement strategies, identifying white space and expansion opportunities.
• Collaborate cross-functionally to ensure seamless communication, timely issue resolution, and alignment on customer needs.
• Prepare and deliver customer-facing and internal presentations, reports, and insights to ensure stakeholder alignment.
• Advocate for customers internally by synthesizing feedback, recommending product or process improvements, and influencing outcomes.
• Monitor key performance metrics, including renewals, NPS, adoption, and sales performance, and drive timely interventions as needed.

Qualifications & Skills:

• 5+ years B2B customer support or account management experience, preferably in Third party Risk Management, supply chain or vendor management, Procurement, Technology/SaaS solutions company.
• A strong background in building and maintaining relationships with key business clients
• In-depth knowledge of client relationship management strategies
• Superb interpersonal, communication, and collaboration skills
• Great problem-solving and analytical abilities
• Excellent organizational and time management skills
• Strong negotiation skills with a problem-solving attitude
• Hands on experience with CRM software and Account Management systems
• Good understanding of NPS model.

Our Commitment to You: 

We offer a competitive salary and generous benefits. In addition, we offer a vibrant work environment, a global team filled with passionate and fun-loving people coming from diverse cultures and backgrounds. 

Perks & Benefits: 

Little things we have done to support our wellness, continuous learning, and a culture of fun include:

• Health Insurance: Comprehensive health and accident coverage for peace of mind. 
• WFH Budget: Get equipped with a budget for your home office setup - whether it's a standing desk or cool gadgets, you're covered. 

• Quarterly Team Fun: Enjoy team lunches and bonding activities every quarter. 

• Personal Development: We support your growth with sponsorships for courses, conferences, and books. 

If you are looking to make an impact in delivering market-leading risk management solutions, empowering our clients, and making the world a better place, then Supply Wisdom is the place for you. You can learn more at supplywisdom.com and on LinkedIn.