Customer Success Manager

2 weeks ago

Atlanta, GA, United States RELEX Solutions Full time

Excellent opportunity for a committed Customer Success Manager to join our RELEX family in the EST time zone in the US You'll join a diverse team who will help you succeed in your new role. This team ensures every customer gets the most value from our solution, all while maintaining healthy margins and SaaS revenue to support our accelerated expansion into North America. In this role you will help the team achieve this goal by building high quality customer relationships, leading KPI target discussions, improving NPS scores, and actively pursuing incremental SaaS from renewal, upsell, and cross sell opportunities to expand and evolve how robustly we serve our customers.

Must live/work in either the CST or EST time zones

Candidates must have an understanding of Retail supply chain and have experience working with or supporting one or more of the following areas;

  • Demand planning, forecasting and replenishment
  • Space planning & Assortment
  • Category management and Merchandising
  • Price and promo optimization
  • Retail or CPG supply chain
NOTE: The ideal candidate is comfortable working as a trusted advisor, providing strategic guidance and support to leaders. Additionally, you have commercial experience in SaaS, either as a provider or customer. This is essential to success in this role

Our Customer Operations team partners with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimize how our solution is used and ultimately keep our customers happy and help them achieve their goals. Their relationship-building skills and retail/supply chain knowledge are second to none. A dynamic team that embraces change and loves being part of our exciting tech atmosphere.

Customer Success Manager, and this is some of what you'll be doing:
  • Having your finger on the pulse of your customers operations and business strategy - measuring satisfaction, asking about challenges, and offering help when needed
  • Working with your customers with a strong consultant mindset to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations
  • Monitoring customer's key performance metrics and taking the necessary actions to improve them
  • Facilitating recurring steering meetings to align with customer's business-strategy and RELEX road map
  • Working closely with Service Delivery Manager to plan and coordinate version upgrades
  • Manage customers solution improvements and work directly with RELEX Value Development team
  • Providing thought leadership, innovation, and having the confidence to challenge business strategy with your customers
  • Primary escalation points for business operations, secondary for IT
  • Administrative functions such as reporting and invoicing billable activities
We're looking for:
  • Minimum 2+ years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, or Account Management role operating or supporting one of the key areas above
  • 2+ years of commercial experience in SaaS, either as a provider or as a customer
  • 4+ years of leadership experience in supply chain, pricing, and/or merchandising
  • Experience in having full customer responsibility, developing customer accounts, managing development roadmaps, and actively pursuing cross sell and upsell opportunities
  • Process and software solution experience in any of the following areas:
    • Demand planning, forecasting and replenishment
    • Space planning & Assortment
    • Merchandising
    • Retail or CPG
  • Industry experience with retailers, preferably experience with Tier 1 retailer.
  • Relevant Master's or Bachelor's degree with an excellent academic record in e.g., Industrial Management, Business Administration, Business Management, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Logistics, Supply Chain Management or Supply Chain Engineering
What we consider as an advantage:
  • Combination of Customer Success Management skills, IT Service Management skills and retail industry knowledge
  • Able to influence business strategy and communicate effectively at all levels
  • Able to understand customer's challenges from business and IT perspectives
  • Able to independently develop customer accounts and create more value for our customers

About RELEX:

RELEX Solutions create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we're curious and passionate challenge-seekers creating the future of retail today.

Being part of RELEX means being heard, feeling valued, and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We're creating and evolving our culture to welcome everyone and value every idea.

RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

  • Customer Success Manager

    16 hours ago

    Atlanta, GA, United States Stibo Systems Full time

    At Stibo Systems, people are the key to our success. We're looking for a Customer Success Manager to join our team in the US and help us deliver exceptional value to our enterprise customers The Role and Your Main Tasks As a Customer Success Manager, you will be the strategic partner to our customers, guiding them through their journey with Stibo Systems....

  • Customer Success Manager

    5 hours ago

    Atlanta, GA, United States Stibo Systems Full time

    At Stibo Systems, people are the key to our success. We're looking for a Customer Success Manager to join our team in the US and help us deliver exceptional value to our enterprise customers The Role and Your Main Tasks As a Customer Success Manager, you will be the strategic partner to our customers, guiding them through their journey with Stibo Systems....

  • Customer Success Manager

    1 week ago

    Atlanta, GA, United States TRACTIAN Full time

    Customer at TRACTIAN The Customer team is the cornerstone of renewals and expansion at Tractian, driving lifetime value, retention, and growth within our global customer base. By deepening relationships with industry leaders like Hyundai, Bosch, and Kraft Heinz, we ensure our Enterprise clients achieve unparalleled success with Tractian solutions. As...

  • Customer Success Manager

    3 days ago

    Atlanta, GA, United States NPHub LLC Full time

    Title: Customer Success Manager Location: Vinings, GA (Hybrid, 2-3 days Per Week) Compensation: OTE $120,000 (Base $90k + Target Incentives $30k) Reporting to: Head of Sales & Success This isn't your typical account management role. This is an opportunity to build the entire customer success function from the ground up at a mission-driven company in its...

  • Customer Success Manager

    21 hours ago

    Atlanta, GA, United States NPHub LLC Full time

    Title: Customer Success Manager Location: Vinings, GA (Hybrid, 2-3 days Per Week) Compensation: OTE $120,000 (Base $90k + Target Incentives $30k) Reporting to: Head of Sales & Success This isn't your typical account management role. This is an opportunity to build the entire customer success function from the ground up at a mission-driven company in its...

  • Customer Success Manager

    21 hours ago

    Atlanta, GA, United States Waystar Full time

    ABOUT THIS POSITION As a Customer Success Manager, you will be responsible for fostering and managing strong, strategic, long-term relationships with customers (especially at decision-maker and executive levels), navigating complex customer environments, aligning around definitions of “success” for both the customer and Waystar, and partnering with...

  • Customer Success Manager

    1 week ago

    Atlanta, GA, United States Emerson Full time

    The Customer Success Manager (CSM) at NI serves as a trusted advisor to enterprise customers, ensuring they achieve measurable business outcomes through NI's software solutions. This role is dedicated to driving software adoption by showcasing value and aligning NI's technology with customer objectives. The CSM partners with executives and technical teams to...

  • Sr. Customer Success Manager

    2 weeks ago

    Atlanta, GA, United States OpenGov Full time

    OpenGov is the leader in AI and ERP solutions for local and state governments in the U.S. More than 2,000 cities, counties, state agencies, school districts, and special districts rely on the OpenGov Public Service Platform to operate efficiently, adapt to change, and strengthen the public trust. Category-leading products include enterprise asset management,...

  • Customer Success Manager

    16 hours ago

    Atlanta, GA, United States Greenlight Guru Full time

    At Greenlight Guru, we help the world's most innovative medical device companies bring high-quality, life-changing products to market faster. We serve 1000+ global customers with our quality management and clinical data capture software, helping them get their products on the market and keep them there. When you join the team at Greenlight Guru, you'll be a...

  • Strategic Customer Success Manager

    20 hours ago

    Atlanta, GA, United States Axon Full time

    Join Axon and be a Force for Good. At Axon, we're on a mission to Protect Life. We're explorers, pursuing society's most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each...