Customer Success Manager

JOB SUMMARY

The Customer Success Manager (CSM) plays a critical role in driving customer retention and long-term value realization for iTradeNetwork’s Tier 2 enterprise accounts, typically managing a portfolio of 40–50 customers. These customers, while moderate in ARR compared to strategic accounts, represent complex organizations with sophisticated supply chain needs, particularly in the perishable goods sector.

As a trusted advisor, the CSM will proactively guide customers through procurement challenges, ensure adoption of iTradeNetwork’s solutions, and identify expansion opportunities. The ideal candidate combines deep industry knowledge with strong interpersonal skills and can confidently engage stakeholders across Procurement, IT, and Supply Chain functions.

Key Responsibilities:

Customer Engagement & Strategic Guidance

• Act as a consultative partner, guiding customers through their lifecycle with tailored strategies that drive product adoption and business value
• Maintain proactive communication rhythms and ensure consistent engagement with all assigned accounts
• Lead regular account reviews and business planning sessions, tailored to the customer’s goals and maturity with iTradeNetwork’s platform

Retention, Growth & Value Realization

• Own the renewal process, ensuring retention by reinforcing the value of iTradeNetwork’s solutions
• Identify upsell and cross-sell opportunities aligned to evolving customer needs
• Develop strategic account plans, outlining success metrics, stakeholder maps, opportunities, and risk mitigation strategies

Operational Execution & Collaboration

• Collaborate with Sales, Product Management, Implementation, and Support to orchestrate a seamless customer experience
• Track and analyze customer health data using internal KPIs to proactively address risk and identify growth signals
• Provide feedback to internal teams based on recurring customer themes, and advocate for process or product enhancements that serve both customer and company goals

Onboarding, Enablement & Education

• Support new customer onboarding and drive early adoption success
• Educate customers on iTradeNetwork best practices and new feature releases, serving as an ongoing product expert
• Attend relevant industry trainings to remain current on trends and elevate your role as a trusted advisor

Escalation Management & Continuous Improvement

• Anticipate and escalate customer issues proactively, ensuring resolution before they become critical
• Support cross-functional initiatives aimed at improving the customer experience or internal team efficiency
• Manage multiple customer relationships and initiatives simultaneously with clear prioritization and attention to detail

What you’ll need:

• 5+ years of experience in Customer Success, Account Management, or Sales in a B2B or SaaS environment
• Strong understanding of enterprise supply chains, procurement workflows, and food industry dynamics—experience with perishables is a plus
• Demonstrated success in retaining and growing customer accounts through consultative engagement
• Ability to confidently engage VP-level stakeholders with a professional presence
• Strong organizational and time management skills; capable of juggling a high-volume customer portfolio
• Excellent written and verbal communication, with the ability to convey technical solutions in business terms and vice versa
• Experience advocating for customer needs across cross-functional teams and contributing to product strategy
• Proficient with CRM, customer success platforms, and project management tools
• Familiarity with software development lifecycles, infrastructure, and IT systems is preferred
• Self-starter with a proactive, customer-first mindset and the ability to operate independently in a dynamic environment