Jobs and Careers

Strategic Customer Success Manager (m/f/d)

UKRemotefull_timeVerifiedPosted 22 Jan 2026

About the role

Partner with Product team to communicate customer feedback and requirements. Together we can help shape the existing and future products to further enhance customer’s processes and leverage more value.
Being close to Product also ensures the correct information is being transmitted with development as such. Next to that, some development might be done on a specific customer’s budget. In that case, the CSM is to be seen as the project manager.
Work with Product and other CSM teams to further professionalize our monitoring systems and question how we can elevate the level of customer success by doing so
Collaborate with local PS-team members or solution consultants to perform analysis/projects either based on our own demand or the customer’s
Work with Marketing to deliver appealing customer success stories and let our strategic customers shine as our true advocates
Collaborate with other CS team members to share knowledge and co-create best practices. The team as a whole is responsible for creating/maintaining its own tools/templates etc – all team members are accountable for contributing.

Program Delivery

Regularly conduct Strategic CS programs following established frameworks (including CS Intro, Business Review, Success Plans, etc)
Customize and personalise program elements to meet specific customer needs
Document and share best practices from customer interactions with the team to further grow the program

Customer Engagement

Serve as the primary day-to-day contact for assigned strategic accounts
Build and maintain strong relationships at multiple levels (being multithreaded) within customer organizations
Discover and document customers’ business objectives
Proactively identify and address customer needs and challenges
Lead customer workshops and training sessions both remotely and on-site
Track and measure customer KPIs and success metrics
Identify and document customer success stories and use cases
Develop and nurture expansion opportunities within existing accounts
Ensure customers achieve their defined business objectives through embedding PTV Logistics’ solutions
In case an analysis is run/a project is in execution, you will serve as the project manager

Bachelor’s degree in Business Administration, Supply Chain, Logistics, IT, or a related field
Relevant experience in Customer Success, Consulting, Account Management, or a similar role
Strong analytical skills with the ability to understand complex customer processes
Capability to evaluate solution approaches using the PTV Logistics product portfolio
Ability to challenge PS or SC consultants and act as a sparring partner on proposed solutions
Self-starter with confidence in customer-facing situations and strong business acumen
Ability to maintain a helicopter view, identify bottlenecks and opportunities, and set priorities
Structured reporting and effective expectation management (internally and externally)
Excellent communication skills across all stakeholder levels
Team player with a high level of professional maturity
Strong commercial mindset with responsibility for customer ARR and its development