Director, Customer Success

About iTradeNetwork

At iTradeNetwork, we provide advanced supply chain software and insights tailored to the food & beverage industry. Our mission is clear and ambitious: To feed the world. From the start, we’ve been dedicated to tackling the most pressing challenges within food and beverage supply chains, delivering innovative solutions and expert support that make a measurable impact.

Our cutting-edge technology helps businesses streamline complex procurement and fulfillment processes, minimize food waste, optimize inventory, manage compliance risk, and scale profitably. We’re proud to serve an elite customer base, including 13 of the top 25 North American grocers, 8 of the top 10 foodservice distributors, and 8 of the top 10 global food and beverage manufacturers.

JOB SUMMARY

We are seeking a Senior Manager of Customer Success who will lead iTradeNetwork’s Tier 2 and Tier 3 Customer Success teams, overseeing a high-performing group of Customer Success Managers and Senior Customer Success Associates. This individual is responsible for the strategy, performance, and development of a team managing enterprise-level yet high-volume customer portfolios, ensuring world-class retention, adoption, and expansion outcomes.

This role requires a strategic leader with a proven track record of managing 10+ direct reports, experience in enterprise customer success environments, and a passion for mentoring teams that balance both strategic relationship management and operational scale. The Senior Manager will partner cross-functionally across Sales, Product, Implementation, and Support to ensure cohesive customer journeys and commercial impact.

Key Responsibilities:

Leadership & Team Management

• Lead, mentor, and grow a team of Customer Success Managers (Tier 2) and Senior Customer Success Associates (Tier 3)
• Develop clear career paths, performance expectations, and development plans for team members
• Foster a culture of accountability, collaboration, innovation, and customer advocacy
• Conduct regular 1:1s, team reviews, and performance coaching sessions
• Design and implement team-wide Objectives and Key Results (OKRs)

Customer Success Strategy

• Own post-sale strategy for Tier 2 and Tier 3 customers, ensuring a consistent experience across onboarding, adoption, and renewal
• Define and optimize team processes, playbooks, and job aids to improve consistency, efficiency, and scale
• Establish customer segmentation and engagement models that balance proactive service with automation and volume

Operational Excellence

• Manage resource allocation, workload balancing, and capacity planning across team members
• Develop and deliver reporting on customer health, renewals, and expansion pipeline to senior leadership
• Collaborate closely with Product and Implementation to streamline handoffs and feedback loops

Customer Outcomes & Commercial Impact

• Oversee execution of success plans, QBRs, strategic business reviews, and executive stakeholder engagement
• Partner with Sales to drive expansion opportunities through upsells and cross-sells
• Maintain team accountability for retention KPIs and customer satisfaction metrics

Cross-Functional Leadership

• Act as a voice of the customer across the organization, sharing insights to shape roadmap and service improvements
• Partner with Marketing and Enablement to enhance customer education and advocacy programs
• Support escalations as a senior leader and escalation point for Tier 2/3 accounts

What you’ll need:

• 10+ years of combination of relevant customer success, account management, or enterprise SaaS experience
• 5+ years managing direct reports, with responsibility for teams of 10+ employees
• Strong track record of driving retention, adoption, and revenue growth in enterprise customer accounts
• Demonstrated success in building, coaching, and scaling customer-facing teams
• Deep understanding of B2B customer lifecycles, SaaS success metrics, and customer journey mapping
• Strategic thinker with the ability to translate vision into executable plans
• Exceptional written and verbal communication skills, including experience presenting to executive stakeholders
• Strong analytical mindset; comfortable working with tools like Salesforce, Gainsight, and BI platforms (e.g., Power BI, Tableau)
• Experience with supply chain or foodservice technology a strong plus
• Bachelor’s degree required; advanced degree preferred

If you are a highly motivated and results-driven individual, with a passion for driving growth in a fast-paced, entrepreneurial environment,  we encourage you to