Customer Success Manager

About the role

We develop future technologies to relentlessly make supply chains better. We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

Responsibilities

• Partner with supply chain, warehouse, and transportation customers to ensure they gain maximum value from our platform.
• Bring strong communication and relationship-building skills along with experience supporting enterprise SaaS products, ideally within WMS, TMS, or logistics environments.
• Proactively identify risks, solve problems, and guide customers through adoption, optimization, and long-term success.
• Build strong relationships with supply chain, warehouse, or transportation customers and understand their key operational challenges.
• Serve as the main point of contact for customer leadership and manage escalations quickly and accurately.
• Track KPIs to guide strategy, improve adoption, and prevent issues.
• Deliver product walkthroughs, presentations, and business reviews for all customer levels.
• Partner closely with Product, Engineering, Operations, Sales, and Support to address risks and improve customer outcomes.
• Create and maintain Success Plans that align Infios capabilities with customer goals.
• Cook up with partners and integrators involved in delivering Infios services.
• Participate in an on-call rotation to support urgent issues for the 24/7 team.

Requirements

• BS or BA in a technical, business, supply chain, or logistics field
• 4 or more years in Customer Success, Support, Implementation, Consulting, or Account Management
• Experience with enterprise SaaS, ideally in supply chain, WMS, TMS, or logistics
• Strong skills in communication, analysis, risk identification, and issue resolution
• Ability to work across teams and manage complex issues in fast-paced environments
• Leadership presence and confidence working with customer executives
• Ability to travel up to 25 percent

Qualifications

• Preferred Experience with supply chain or logistics SaaS
• Familiarity with cloud infrastructure concepts
• Knowledge of warehouse, transportation, or distribution operations
• Experience using ServiceNow, Moogsoft, Datadog, or LogicMonitor

Skills

• Strong communication and relationship-building skills
• Proactive problem-solving and risk identification
• Ability to work in a fast-paced, dynamic environment
• Leadership presence and confidence
• Ability to travel up to 25 percent

Benefits

• Compensation: Base salary: $105,000.00 USD $104,000.00 CAD Plus bonus opportunities based on experience, performance, and market factors.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay

• Base salary: $105,000.00 USD $104,000.00 CAD Plus bonus opportunities based on experience, performance, and market factors.

Schedule

• Not specified