Customer Success Director

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

The Customer Success Director will lead strategic relationships with our highest-value Tier 1 accounts, focusing on maximizing customer value, driving product adoption, and expanding iTradeNetwork’s footprint to increase revenue. Serving as the most senior individual contributor on the Customer Success team, this role is critical to customer retention, growth, and long-term satisfaction.

The ideal candidate is a strategic thinker with deep expertise in supply chains and business processes, capable of advising executive stakeholders, identifying inefficiencies, and influencing buying decisions. This person will act as a trusted advisor, fostering long-term partnerships and enabling customers to unlock untapped value from iTradeNetwork solutions.

Key Responsibilities:

• Own and Grow Strategic Accounts: Manage a focused portfolio of top-tier accounts, ensuring renewal, identifying upsell and cross-sell opportunities, and driving long-term account growth.
• Executive Engagement: Lead quarterly business reviews (QBRs), annual executive reviews, and ongoing strategic planning sessions with C-level stakeholders.
• Customer Advocacy: Serve as a liaison across Sales, Customer Support, Product, and other internal teams to deliver a seamless and proactive customer experience.
• Solution Adoption: Develop a deep understanding of customer use cases and identify new opportunities for value through product and solution adoption.
• Mentorship & Guidance: Guide customers through their lifecycle journey, offering strategic advice and best practices that align with their business goals.
• Voice of the Customer: Capture and communicate customer feedback across the organization and advocate for improvements aligned with both customer needs and iTrade’s strategic goals.
• Reporting & Analysis: Build and maintain robust account plans and deliver executive-level reporting, including business overviews, KPIs, success metrics, and risk management strategies.
• Process Improvement: Help evolve internal tools, processes, and KPIs to monitor customer health, drive engagement, and predict contract lifetime value.
• Customer Experience: Support onboarding and internal enablement efforts that contribute to a frictionless and value-driven customer experience.
• Brand Loyalty: Actively promote retention and a positive customer experience that fosters long-term loyalty to the iTradeNetwork brand.
• Thought Leadership: Attend industry events, stay current with trends, and act as a subject matter expert both internally and externally.
• Issue Escalation: Proactively identify and escalate issues to leadership for resolution and manage customer escalations as needed.
• Multitasking: Manage multiple customer relationships and initiatives simultaneously with a focus on quality and impact.

What you'll need:

• Bachelor’s degree and 10+ years of experience in a customer-facing role (Customer Success, Account Management or Professional Services)
• Proven experience managing $1M+ ARR accounts
• Demonstrated success in growing customer revenue through upsell and cross-sell strategies
• Exceptional communication and presentation skills, particularly with executive audiences (C-suite)
• Strong analytical and problem-solving skills with a creative, solutions-oriented mindset
• Excellent time-management, organizational, and multitasking capabilities
• Comfortable communicating both technical and business concepts to diverse audiences
• Proven leadership experience with high-performing, cross-functional teams
• Ability to translate customer needs into actionable product and roadmap recommendations
• Solid understanding of IT systems, infrastructure, and the software development lifecycle
• Proficiency with project management tools and methodologies
• Experience delivering and implementing customer solutions is a strong plus

Nice-to-Have Q