Senior Customer Success Manager

Job Overview

Responsibilities

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions—supporting renewal and expansion opportunities.
• Develop and maintain a deep understanding of customers’ operational processes to guide usage of Exostar products and identify expansion opportunities.
• Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
• Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
• Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
• Mentor and train junior Customer Success team members as needed.
• Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Qualifications

• You are a great fit for this role if you:
• 8+ years of experience in Customer Success or similar customer-facing role
• Strong understanding of supply chain processes including sourcing, procurement, inventory management, supplier collaboration, and order fulfillment
• Experience supporting customers in supply chain, aerospace and defense, or other highly regulated industries
• Proven experience managing and closing renewal portfolios of $3M+ annually
• Demonstrated experience generating and closing $250K+ expansion opportunities
• Strong problem-solving mindset with a commitment to seeing issues through to resolution
• Passion for helping customers achieve success
• Strong executive presence and ability to engage customers at all levels
• Able to influence through persuasion, negotiation, and consensus building