Customer Success Manager

Infios

1d•$105,000•Remote

About The Position

As a Customer Success Manager at Infios, you will play a key role in helping supply chain, warehouse, and transportation customers achieve measurable value from our platform. You bring strong communication, organization, and relationship-building skills that allow you to deliver a smooth and effective customer experience. Your ability to identify risks and opportunities, combined with a strong understanding of supply chain operations and enterprise SaaS, helps customers optimize their use of Infios while strengthening long-term partnerships. Your background includes hands-on experience with enterprise software in areas such as WMS, TMS, logistics technology, or supply chain SaaS. You use this knowledge to guide customers through complex workflows, drive adoption, and build confidence in the Infios product. You stay informed about new technologies, industry trends, and platform enhancements to ensure that your customers receive the highest level of support and value.

Requirements

BS or BA in a technical, business, supply chain, or logistics-related field
At least 4 years in a customer-facing role such as Customer Success, Support, Implementation, Consulting, or Account Management
Experience working with enterprise SaaS solutions in supply chain, logistics, WMS, TMS, or a related space
Strong skills in risk identification, issue resolution, and customer relationship management
Excellent communication, analytical, and problem-solving skills
Ability to handle ambiguous situations while maintaining a high level of customer satisfaction
Ability to work effectively with internal and external stakeholders
Experience collaborating with cross-functional teams to resolve complex issues under time pressure
Ability to work independently while also functioning as a collaborative member of the Infios organization
Demonstrated leadership abilities and confidence engaging with customer executives
Fluency in English
Ability to travel up to 40 percent

Nice To Haves

Experience with SaaS products that support supply chain, logistics, WMS, or TMS environments
Knowledge of cloud infrastructure and cloud-based services
Exposure to supply chain operations, warehouse workflows, transportation processes, or distribution environments
Experience with platforms such as ServiceNow, Moogsoft, Datadog, or LogicMonitor

Responsibilities

Engage directly with your assigned supply chain, warehouse, or transportation customers to understand operational challenges and identify opportunities to improve efficiency
Build trust and establish yourself as a subject matter expert throughout the customer journey
Work across the Infios organization to understand who to involve for specific customer needs, including Product, Engineering, Support, Operations, and Sales
Track and review customer KPIs so you can adapt strategies that support customer satisfaction and prevent escalations
Serve as the primary point of contact for customer leadership during normal operations and escalation situations to ensure quick and accurate resolution
Support Infios Executives in both internal and customer engagements, including product reviews and strategic discussions
Understand the role of partners, integrators, and third-party systems involved in delivering Infios solutions
Deliver remote and on-site presentations, product walkthroughs, and operational reviews for users, managers, and executives
Proactively identify risks in customer environments and implement scalable approaches to prevent issues that could impact operations
Collaborate with Product Development, Engineering, Operations, Sales, Customer Support, and Product Management to identify and resolve production risks
Build and maintain formal Success Plans for each key customer, outlining goals, milestones, and expected outcomes
Ensure that key points and messages delivered to customers are consistent across the Infios team and aligned with organizational requirements