Senior Customer Success Manager

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 Senior Customer Success Manager (Sr. CSM) plays a pivotal role in ensuring the success and satisfaction of iTradeNetwork’s Tier 2 enterprise customers. Each Sr. CSM manages a book of approximately 30 to 40 complex, enterprise-level accounts, partnering with customers to drive adoption, ensure retention, and expand account value through upsell and cross-sell opportunities.

This is a strategic yet hands-on role, ideal for someone who thrives in a fast-paced environment, has deep empathy for customers, and understands how to align enterprise supply chain needs with technology solutions. The Sr. CSM is a critical driver of growth, loyalty, and product utilization across a broad set of high-impact customers.

Key Responsibilities:

Customer Ownership & Account Growth

• Manage a portfolio of ~30 to 40 Tier 2 enterprise accounts, ensuring strong health, renewal success, and product adoption
• Identify upsell and cross-sell opportunities by understanding customer business goals and mapping them to iTradeNetwork’s offerings
• Lead regular customer business reviews and facilitate annual executive strategy sessions, aligning on outcomes and long-term value

Strategic Relationship Management

• Build strong relationships with senior stakeholders, including C-level executives, to position iTradeNetwork as a trusted advisor
• Act as a customer advocate and liaison across Sales, Product, Customer Support, and Implementation teams
• Maintain regular engagement through strategic check-ins and executive touchpoints, ensuring continuous alignment with customer goals

Adoption & Enablement

• Guide customers through their adoption journey and lifecycle stages, ensuring they realize value from their solutions
• Assist in onboarding processes, ensuring a seamless and efficient start to the partnership
• Provide guidance on best practices and recommend creative solutions to maximize customer success

Operational Excellence

• Develop and maintain account plans including business goals, success metrics, stakeholder maps, risk mitigation plans, and growth strategy
• Track and report on KPIs related to customer health, engagement, and value realization
• Establish regular communication cadences to ensure every customer is proactively engaged and supported

Customer Advocacy & Voice of Customer

• Listen to customer feedback and identify recurring themes or issues, proposing internal solutions or enhancements
• Provide product feedback and advocate for roadmap improvements based on customer input and needs
• Share insights with internal teams to shape strategic decisions, processes, and enhancements

Industry Expertise

• Stay current on supply chain trends and iTradeNetwork’s evolving solutions
• Represent the brand at industry conferences and customer events as needed
• Maintain proficiency in relevant tools, technologies, and best practices

What you’ll need:

• Bachelor’s degree and 8–10 years in a customer-facing role (e.g., Customer Success, Professional Services, Account Management)
• Proven ability to manage a portfolio of enterprise customers, ideally within a SaaS or B2B technology environment
• Strong track record of revenue growth via upsell and cross-sell motions
• Experience leading customer business reviews and presenting to C-suite stakeholders
• Deep understanding of enterprise supply chains and complex business processes
• Strong organizational skills with the ability to manage multiple customers and priorities simultaneously
• Excellent communication and interpersonal skills with high emotional intelligence
• Skilled at bridging technical and business conversations; able to translate customer needs into actionable plans
• Familiarity with the softw