Senior Customer Success Manager

At Didero, we’re building the autonomous supply chain, starting with agentic supplier management. Global trade has never been more complex or critical. Teams are underwater, reacting to a flood of challenges - from geopolitical risk to tariffs. Didero helps by automating time-intensive workflows with AI agents and deploying cutting-edge technology into one of the world’s most vital domains.

We’re backed by some of the world’s best venture funds and leading figures across AI, supply chain and enterprise software. The opportunity is massive. Our traction is real. Come help us build the future 🚀

🤝🏻 About the founders

Tom Petit - Previously technical co-founder and co-CEO of Landis ($200M+ raised from Sequoia, Google and others). AI and machine learning expert.

Lorenz Pallhuber - Previously spent 7 years at McKinsey advising Fortune 500 clients on supply chain and procurement software and strategy.

Tim Spencer - Previously co-founder and CEO of Markai (led large supply chain & procurement team sourcing from hundreds of Asia-based manufacturers) and software investor.

💡 About the role

We’re hiring a Senior Customer Success Manager to own the customer journey from contract → kickoff → go‑live → steady‑state, and to be the day‑to‑day “Swiss Army knife” with our Ops/CS team. You’ll project‑manage customer engagement for complex, high-priority accounts, run exec‑level updates, quantify value delivery and expand accounts once value is proven. This is a hands‑on, sleeves‑rolled role for someone who loves working with clients, managing several projects at once, and take a ton of ownership.

Location: Remote (US/Canada); ET strongly preferred.

⚒️ What you’ll do

• Own high-priority accounts end-to-end, from implementation to ongoing customer success. Build and drive project plans from kickoff to go‑live; run weekly stand‑ups; unblock issues fast; articulate value to senior stakeholders; own expansion opportunities

• Get into the details. Handhold new accounts (manufacturing/wholesale) through process mapping and setup; ensure no balls get dropped

• Partner tightly with Ops/CS, Product, Sales & Founders. Set daily/weekly work plans; manage project deliverables; QC;

• Own onboarding materials, checklists and customer guides. You own the onboarding process and training

• Be the client’s point of contact. Lead exec readouts and working sessions; keep stakeholders aligned; manage scope, change requests, and risk/issue escalation

• Guard the numbers. Track and report business impact, milestones, adoption/usage, issues and expansion pipeline

• Roll up your sleeves. Jump in to build the thing - clean a data file, rewrite an SOP, create a run book, draft and own training and onboarding materials

• Drive value and expansion. Translate wins into renewals and upsell; maintain account plans; partner with Sales on commercial motions; articulate value delivered clearly and compellingly to senior customer stakeholders

• Tight with Product & Eng. Capture VOC; file crisp tickets with logs, steps, expected vs actual; close the loop with customers

• Continuously improve. Standardize playbooks, templates, SOPs, and checklists

🚀 You’ll be successful in this role if you…

• Take full ownership, move fast, and embrace unglamorous work when that’s what wins

• You’re a hard worker: This is not a 9-5. This is a generational market opportunity - we expect everyone to go above and beyond

• Are meticulous and structured (your projects have no loose ends; your docs are client‑ready without edits)

• Are a host and operator: great in rooms with CFOs/COOs and just as strong and friendly when on the factory floor

• Love operational excellence: checklists, runbooks, great training, and