Strategic Customer Success Manager (Est Or Cst)

How you will make an impact:

The Strategic Customer Success Manager will be the post-sales relationship owner for key customer relationships at SupplyShift. You will be responsible for managing and growing the portfolio of our largest Mid Market and Enterprise customers. You intimately understand the customer’s journey and the key milestones of the SupplyShift platform. You are responsible for fostering and building positive long-term relationships with SupplyShift customers & partners, expanding opportunities, and growing their existing business.

You will report to and work closely with the Director, Global Customer Success. The person in this role should thrive in a high-performance, entrepreneurial environment, work well as part of a dynamic cross-functional team.

You’ll be a difference maker because you can:

• Construct intricate renewal agreements
• Accurately forecast revenue risk in your book of business while crafting compelling commercial agreement options
• Negotiate price increases in flat renewals
• Independently handle challenging procurement negotiations
• Clearly communicate to all stakeholders and ensure the big picture stays in focus while delving into the details
• Think strategically and execute tactically with cross-functional teams to drive customer outcomes

Key responsibilities:

• Advocate for the customer to internal stakeholders. Share customer feedback and insights to Product Management, Sales, Partnerships, Delivery teams and leadership on the innovation and improvement needed to optimize the customer experience
• Implement customer success playbook cycles for customers. Seek ways to templatize and iterate processes for continuous improvement.
• Drive overall account health including product adoption, usage velocity, account renewals and growth and customer satisfaction. Lead Success Reviews and account plans for all customers.
• Engage with Product teams to help inform and drive product strategy
• Coordinate with the Sales & Implementation teams to verify alignment during sales, implementation, and renewal cycles.
• Evangelize customer success stories, seek out case study opportunities and customer success systems and processes
• Identify opportunities to expand SupplyShift’s product and services footprint for the customer; collaborate with Sales to drive expanding revenue within customer base and identify new opportunities
• Own a renewal target and forecast for your book of business, ensuring we’ve identified risk and established intervention strategies to mitigate churn
• Act as the Customer Success point of contact for SupplyShift customers & key relationships. Ensure each customer realizes value from the SupplyShift platform. Strategize with internal teams on customer goals and priorities and ensure alignment for all SupplyShift customers.
• Understand both short and long term goals and proactively identify best practices and strategies for success. Drive internal process improvements, remove gaps, coordinate multiple parties and alleviate bottlenecks. Create innovative strategies and solutions to drive revenue to meet KPIs and targets.

We are looking for people who have/are:

• Proven track record of scaling revenue-driving programs and independently navigating complex renewals
• Experience in facilitating professional communication across multiple stakeholders, including internal teams, partners and customers.
• A resourceful self-starter who takes the initiative to get things done in a fast-paced and often changing startup environment
• 5+ year Customer Success and SaaS Account Management experience, with an emphasis on renewals and expansion
• Interpersonal skills, including relationship building, stakeholder management and collaboration with a cross-functional, global team
• Physical based in EST or CST time zone
• Experience navigating a wide range of contracts and legal discussions with end users, procurement teams, and c-suite stakeholders.
• Comfortable with a CRM. Experience with HubSpot and/or Salesforce is a plus
• Strong startup mentality and proactive drive toward customer solutions.
• Sustainability expertise is a strong plus!
• Competency and knowledge in B2B or SaaS sales
• Manage multiple projects and deliver results on-time

Why SupplyShift? Awesome Community, Perks & Benefits

We do this to make the world better. We help companies ensure that their suppliers are responsible, and as a result, we improve the supply chain environmental and social responsibility. We work on projects ranging from ensuring that paper supplied to Fortune 500 companies does not result in tropical deforestation to improving livelihoods for thousands of Rwanda smallholder female coffee farmers. We are an adaptable, dedicated team from all walks of life. In addition to that value-oriented mindset, we also offer the following:

• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, vision & HSA
• Complete laptop workstation
• Employee Recognition Options Daily
• Paid parental leave
• True “Open Door” Policy
• Mental Health Days - Quarterly to put yourself first
• Monthly Wellness activities
• Remote Social Activities
• Unlimited PTO

We have employees from all over the world that helped foster an inclusive remote work culture. Together, we’ve been building the operations, processes and supporting structures that ensure our remote teams are empowered to thrive in the same collaborative and visible team environments as our physical office location. SupplyShift is an Equal Opportunity/Veterans/Disabilities/LGBTQ+ employer.

In the spirit of salary transparency, the Annual wage range for this role is $95,000-105,000 USD.