Customer Success Manager, Supplier Network

About Beeline Supplier Network

The Beeline Supplier Network is a next-generation platform enabling staffing suppliers to connect seamlessly with enterprise buyers through Beeline’s workforce solutions. It is a tech-driven solution that eliminates legacy manual processes by offering suppliers powerful APIs, compliance-enforced workflows, and centralized visibility. As a core pillar of Beeline's product strategy, the Supplier Network unlocks new revenue streams for suppliers while transforming how external talent is discovered, managed, and billed. Position Summary

We are seeking an experienced and versatile Customer Success Manager to be a foundational team member of the Beeline Supplier Network. This role blends startup-like agility with a strong emphasis on operational governance, process standardization, and strong support for a growing network of supplier users. You will serve as a partner to suppliers, ensuring they derive maximum value from the network and are compliant with evolving security, integration, and data standards.

This is a builder role—ideal for someone who enjoys setting up frameworks, optimizing support processes, handling complex support issues, creating scalable solutions that empower customers to self-serve, and scaling a best-in-class customer experience function from the ground up - enhancing satisfaction, loyalty, and efficiency across the board.

Responsibilities: 

Customer Onboarding & Engagement

• Develop and maintain self-service onboarding processes for new suppliers to drive fast adoption.
• Serve as the point of contact for high-value supplier accounts, ensuring adoption and successful configuration.
• Partner with Product and Technology teams to drive seamless onboarding experiences.
• Engage with suppliers to drive feature utilization and long-term retention.

Issue Resolution, Triage, & SLA Management

• Act as Tier 1/Tier 2 support for complex issues, triaging bugs, escalation cases, and platform inquiries.
• Design and/or optimize support end-to-end support workflows and translate supplier feedback into actionable insights for the Product team.
• Monitor and optimize support metrics: response time, resolution rate, etc.
• Identify bottlenecks and automate repeatable support tasks where possible
• Build and maintain online support resources (e.g., FAQs, troubleshooting guides) to reduce inbound friction.

Self-Service Empowerment

• Build and maintain a robust knowledge base and help center.
• Analyze user behaviors to refine FAQs, tutorials, and chat support flows.
• Drive initiatives/innovations to reduce onboarding assistance needs through self-service.

Governance & Process Standardization

• Define and enforce standards and governance processes across onboarding, support, and operational engagement.
• Establish clear protocols for supplier compliance with security upgrades, API access, and operational workflows.
• Partner with Product and Engineering to refine eligibility, enforcement, and access logic tied to the Supplier Network.

Cross-Functional Collaboration

• Collaborate with Product, Engineering, and Marketing to evolve the supplier experience.
• Help define KPIs and success metrics to measure engagement, NPS, and revenue impact from the supplier ecosystem.
• Assist in developing affiliate or partner support models.

Requirements:

• 5+ years in Customer Success, Account Management, or Technical Support roles, preferably in B2B SaaS or marketplace environments.
• Demonstrated ability to work in startup or high-growth environments, balancing structure-building with hands-on execution.
• Comfort with governance frameworks and enforcing compliance or operational standards across customer populations.
• Excellent communication, project management, process optimization and stakeholder management skills.
• Familiarity with tools such as Salesforce, Jira, ProductBoard, and help desk platforms.
• Experience supporting external APIs, integrations, or technical onboarding is highly preferred.
• Bonus: Experience in staffing, talent technology, or vendor management systems (VMS/MSP).

What You Will Gain

• A front-row seat to shaping the future of the external workforce ecosystem.
• The opportunity to lead operational excellence for one of Beeline’s most strategically important product lines.
• A collaborative, high-performance