Customer Success Manager - Global Trade

Are you ready to become the trusted advisor and product champion for industry-leading clients, using your expertise in global trade and SaaS solutions to drive real business impact and shape the future of our Global Trade platform?

This specialized role requires experienced professionals with deep knowledge of the Global Trade product and its technical aspects. The Global Trade Customer Success Manager oversees client relationships, addresses technical needs, and ensures customer satisfaction by acting as both a product expert and technical resource, while collaborating closely with other teams.

About the Role

In the role of Customer Success Manager – Global Trade, you will:

• Serve as the primary product expert for Global Trade, providing advanced recommendations, workshops, and solutions for customer needs and escalations.

• Develop and execute comprehensive customer success plans for Global Trade, aligning with client objectives and ensuring continuous value realization.

• Monitor customer health metrics and proactively address challenges to drive successful Global Trade implementations.

• Collaborate with customers to define and track ROI metrics, delivering strategic business reviews and showcasing Global Trade’s impact.

• Work cross-functionally with Sales, Product, Engineering, and Support to integrate customer feedback, support expansion opportunities, and enhance the Global Trade offering.

• Build strong relationships with key stakeholders, fostering customer advocacy and positioning yourself as a trusted advisor in global trade compliance.

• Stay current on industry trends and best practices, providing thought leadership and guidance to customers.

About You

You are a fit for the role of Customer Success Manager – Global Trade if you have:

• 5+ years of progressive experience in Customer Success Management, Account Management, or a related client-facing role within a SaaS environment.

• Demonstrable deep expertise and hands-on experience with OneSource Global Trade formerly known as Integration Point

• Gainsight or Salesforce user experience a plus

• Functional/technical skills in SaaS implementations and Enterprise Resource Planning (ERP) applications, a plus

• Experience working in and around cloud software solutions and cloud delivery models

• Strong business acumen and communication skills; can manage a customer journey, conflict resolution and problem-solving.

• Ability to travel, 25%

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What’s in it For You?

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.

• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.

• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.

• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased infor