Senior Technical 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 more 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, 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.

About the role

We’re hiring a US based Senior Technical 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 and be responsible for customer engagement for complex, high-priority accounts. You run exec‑level updates, quantify value delivery, coordinate projects within Didero and expand accounts once value is proven. You’ll be the main point of contact for senior customer executives post signature. 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.

What you’ll do

• Own high-priority accounts end-to-end, from deployment 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 through deployment; ensure no balls get dropped.

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

• Be the eyes and ears for senior customer priorities and wishes back into Product & Design

• Co-own onboarding materials, checklists and customer guides with our Head of Customer Success

• 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 → we expect hands-on work as much as strategic relationship management

• You know our platform inside and out and can jump into the product with a client

• 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 customer feedback; file crisp tickets with logs, steps, expected vs actual; close the loop with customers

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

• Build our Senior Customer Advisory Board

• Travel to customers for important meetings (kickoffs, yearly checkin etc) and for internal connectivity (~every 2 weeks for ~2-3 days)

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, run books, great training, and measurable outcomes

• Can coach a distributed team and keep a tight drumbeat across timezones

• Communicate crisply in writing. No fluff. Clear status, clear asks, clear next steps, super proactive

Qualifications

• 10+ years in client‑facing project delivery / customer success / implementation roles, incl. at least 2+ years at a relevant software / cloud company

• Proven eye-to-eye relationship with exec‑level stakeholders; owned timelines, risks, and go‑live quality

• Client ownership experience: you confidently manage high stakes, senior customer relationships

• Strong Excel & Slides toolkits

• Work hours: You’re ok to flex to non‑standard hours for critical meetings when needed & are ok with significant work travel

Bonus Points For: