Customer Success Manager - WMS Software

Datex Inc.

69d • $100,000 - $140,000

About The Position

The Customer Success Manager (CSM) plays a critical role in driving customer satisfaction, retention, and growth. This role requires a unique blend of account management and revenue responsibility experience, logistics and supply chain knowledge, communication, and project management skills. The CSM serves as both a strategic advisor and hands-on partner to our customers, ensuring successful adoption and utilization of our Warehouse Management System (WMS). The position also carries a revenue quota for year over year growth of the assigned portfolio.

Requirements

• Strong understanding of WMS, ERP or similar systems and supply chain processes.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities effectively.
• Empathy, resilience, and a proactive mindset in managing customer relationships.
• Proficiency in CRM, back office, and project management tools.
• 7+ years of experience in customer success, account management, or implementation related roles.
• Direct Supply Chain/Logistics experience obtained via working within the logistics, supply chain, 3PL, or warehouse industry.
• Proven track record of directly being responsible for and managing customer relationships via an assigned portfolio and driving revenue growth against a quota.
• Experience leading cross-functional projects and managing timelines.

Responsibilities

• Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction.
• Identify and drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities.
• Ability to understand customer supply chain operations and logistics workflows to provide relevant guidance and support.
• Coordinating amongst cross-functional teams and timelines.
• Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas.
• Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores.
• Escalate and prioritize execution of work, including customer communications when necessary.
• Ability to facilitate and manage cross-functional collaboration efforts with Sales, Product, Technology, and Support teams to ensure a unified customer experience.
• Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc.

Benefits

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Supportive leadership environment

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees