Customer Success Manager

 Why project44? 

At project44, we’re on a mission—to make supply chains work.  

We revolutionize supply chains with our High-Velocity Supply Chain Platform. As the connective tissue of the supply chain, project44 optimizes global product movement, delivering unparalleled resiliency, sustainability, and value for our customers. We operate the world's most trusted end-to-end visibility platform, tracking over 1 billion shipments annually for 1,300 leading brands across industries including manufacturing, automotive, retail, life sciences, food & beverage, and oil, chemical & gas. Our High-Velocity platform eliminates supply chain friction, enabling sophisticated inventory control, exceptional customer experience, and predictive analytics through machine learning and automation

Key Accountabilities 

• The Customer Success Manager will serve as the primary interface between project44 and a designated portfolio of accounts 
• Your core responsibility is to ensure our customers receive value through adoption of our products and services 
• You will succeed in the role by executing the following activities, but not limited to... 
  • Execute regular touchpoints with daily users and senior leadership aimed at monitoring and delivering value-driven initiatives 
  • Proactive management of customer health metrics and overcoming engagement obstacles as they emerge 
  • Intimate understanding of our customer’s strategic business priorities to ensure continued and expanding partnership 
  • Maintain a deep familiarity of project44’s offering, resources and product development 
• You will be responsible for delivering business outcomes related to the growth and retention of your assigned portfolio 
• Closely monitor contract renewal forecasts and collaborate cross-functionally with your sales counterparts to ensure timely and full renewal 
• Uncover, develop, and maintain account expansion opportunities 
• This position will be evaluated on the achievement of critical business outcomes of your portfolio, not limited to... 
  • User adoption and value realization performance 
  • Portfolio retention
• You will coordinate, prepare and deliver best-in-class Executive Business Reviews on a regular basis while engaging a broad cross-functional team 
• Develop detailed, accurate annual forecasts for portfolio revenue  
• Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale 
• Deliver against Key Performance Indicators (KPI) as aligned to V2MOM and Executive Charter 
• Partner with Sales Executive and Leadership to ensure process, reporting and execution align to meet customer’s needs 
• Support a culture that encourages and motivates members to achieve their maximum  
• Build strong operational rigor around goal setting, measurement, and accountability 

Requirements 

• 5+ years of progressive customer-facing experience 
• History of demonstrated comfort engaging a wide spectrum of customer personas from daily users to C-suite 
• Possess a business acumen capable of delivering independent business challenge diagnosis, success planning and cross-functional mobilization 
• Embodiment of a growth mindset in all aspects of your daily performance 
• Executive-ready communication skills in a variety of mediums (virtual/in-person) and the ability to handle interactive customer-facing engagements aimed at conveying value in the present and future state 
• High degree of intellectual curiosity and inquisitive nature – you are a critical thinker who is always looking for a way to make things work better 
• Strong project management skills - you keep all the moving pieces organized and on time 
• A deep passion for peer leadership and delivering results with a cross-functional team 
• Ability t