Customer Success Manager

About VChainAi

VChainAi is transforming how organizations manage procurement, optimize spending, recover lost profits, and improve financial performance.

Through our AI-powered procurement intelligence platform, we combine advanced technology, actionable data, and deep industry expertise to help enterprise organizations identify savings opportunities, strengthen compliance, and maximize financial value.

Our platform delivers solutions across five integrated pillars:

• Recovery Chain: Accounts payable recovery audits, specialist audits, revenue assurance, and freight recovery.
• Value Chain: Savings Value Assessments, managed services, and strategic procurement consulting.
• Comply Chain: Contract management, vendor diligence, and risk and compliance optimization.
• Supply Chain: Group purchasing, customized marketplaces, and procurement optimization.
• Growth Chain: Data services, supply chain transformation, and financial solutions.

Together with Illumis Global’s established recovery audit expertise, VChainAi is building a comprehensive approach to delivering measurable financial value to customers.

About the Role

We are seeking a motivated, commercially minded Customer Success Manager (CSM) to manage and grow relationships with our enterprise customers.

The ideal candidate brings experience or working knowledge in accounts payable, procurement, financial operations, recovery auditing, supply chain management, or related industries.

This role combines strategic relationship management, customer advocacy, financial acumen, and revenue growth. You will serve as a trusted advisor to your customers, ensuring successful engagements, driving customer retention, and identifying opportunities to expand the value delivered through VChainAi’s platform and services.

You will partner closely with our Audit Operations, Sales, Finance, and Product teams to ensure customers achieve measurable outcomes and develop long-term partnerships.

Key Responsibilities

Customer Relationship Management

• Own and manage a portfolio of enterprise customer relationships, serving as the primary point of contact and trusted advisor.
• Develop relationships with stakeholders across Finance, Accounts Payable, Procurement, Supply Chain, and executive leadership.
• Understand each customer’s business objectives, operational challenges, and financial priorities.
• Conduct regular customer meetings, business reviews, and strategic planning discussions.
• Proactively address customer concerns, escalations, and potential relationship risks.

Customer Retention & Renewals

• Own the renewal process for assigned customer accounts, driving strong retention and long-term partnerships.
• Identify customer risks early and develop actionable retention strategies.
• Coordinate with internal teams to ensure successful audit engagements, timely issue resolution, and customer satisfaction.
• Communicate measurable value delivered through recoveries, cost savings, and operational improvements.
• Maintain accurate renewal forecasts, account plans, and customer health assessments.

Revenue Growth & Expansion

• Identify and pursue upsell and cross-sell opportunities within existing customer accounts.
• Introduce customers to additional VChainAi capabilities across Recovery, Value, Comply, Supply, and Growth solutions.
• Collaborate with Sales and internal subject matter experts to develop customer-specific expansion strategies.
• Leverage customer spend patterns, business challenges, and financial objectives to identify new revenue opportunities.
• Build relationships with additional stakeholders and business units to expand account penetration.
• Contribute to individual and team revenue growth objectives.

Audit & Financial Operations Partnership

• Develop a strong understanding of accounts payable recovery audits, supplier claims, financial recoveries, and procurement processes.
• Partner with internal audit and operations teams to monitor engagement progress, communicate findings, and resolve customer concerns.
• Help customers understand audit results, financial recoveries, and opportunities for process improvement.
• Support the resolution of complex customer disputes through effective communication, documentation, and cross-functional collaboration.
• Identify opportunities to improve the customer experience throughout the audit lifecycle.

Platform Adoption & Customer Value