Customer Success Manager

SDI•Bentonville, AR

2d•Onsite

About The Position

SDI is seeking a highly motivated Customer Success Manager to serve as the primary operational liaison between SDI and its customers. The role focuses on customer satisfaction, platform adoption, and exceptional service across facilities maintenance and procurement operations. The Customer Success Manager acts as a trusted advisor, business partner, and escalation point, coordinating cross-functional teams to deliver SDI’s products, services, and contractual commitments. The position combines strategic customer success, business process optimization, operational support, product adoption, and program management. The successful candidate will build strong customer relationships, identify improvement opportunities, lead issue-resolution efforts, and continuously enhance the client experience. The position is onsite in Bentonville, Arkansas, with travel up to 20%.

Requirements

Bachelor’s degree in Supply Chain Management, Operations Management, Engineering, Information Systems, or equivalent professional experience.
At least 5 years of client management experience, including knowledge of source to pay, product sourcing, e-commerce, and catalog management.
At least 3 years in a customer-facing role managing enterprise or strategic accounts.
Experience working with SaaS applications, enterprise software platforms, ERP systems, or digital supply chain solutions.
Proven ability to analyze data, identify trends, and drive business improvements.
Advanced Microsoft Office skills, including Excel and PowerPoint.
Excellent written, verbal, presentation, and relationship management skills.
Ability to work independently and effectively within a cross-functional matrix organization.

Responsibilities

Serve as the primary day-to-day client contact and trusted advisor for customer stakeholders.
Develop relationships with facilities leadership, service providers, procurement teams, and SDI internal partners.
Communicate service performance, operational risks, project updates, and recommendations to client and SDI leadership.
Facilitate customer meetings, business reviews, and executive presentations.
Promote successful adoption and utilization of platforms.
Act as the customer advocate within SDI by driving resolution of operational challenges and identifying improvement opportunities.
Monitor customer health, service levels, support trends, and platform adoption metrics.
Develop action plans to improve customer experience, efficiency, compliance, and business outcomes.
Deliver training programs, user guides, knowledge articles, and adoption initiatives.
Support change management for new releases, system enhancements, and process changes.
Coordinate User Acceptance Testing (UAT) activities and ensure business readiness for deployments.
Gather customer feedback and translate business needs into actionable recommendations for product teams.
Analyze customer workflows, identify opportunities to improve operational processes, and drive continuous improvement initiatives using customer feedback and data-driven insights.
Document business requirements and partner with internal teams to implement enhancements.
Distinguish between process, training, data, and system-related issues and develop appropriate corrective actions.
Coordinate investigation and resolution of ordering, inventory, supplier, catalog, access, workflow, and integration issues.
Partner with support, sourcing, engineering, product, and operational teams to resolve customer-impacting issues.
Manage escalations through resolution while ensuring timely communication and customer follow-up.
Prepare customer-facing presentations and executive-level reporting packages.
Coordinate multiple projects and initiatives while ensuring alignment with strategic goals.