Customer Success Manager
Wallenius Wilhelmsen•Parsippany-Troy Hills, NJ
•Hybrid
About The Position
As a Customer Success Manager (CSM), you will join our global Account Team to secure long-term customer retention. You will oversee the global Customer Success strategy for a key account, bridging the gap between customer expectations and operational execution. By turning operational data into strategic value, you will drive continuous improvement, protect revenue, and support long-term partnership growth. This role requires onsite presence 3 days a week (Tuesday, Wednesday, Thursday) in our Parsippany, NJ office.
Requirements
- 5–10 years of experience in Customer Success, Account Management, Shipping, Logistics, or Supply Chain operations.
- Bachelor’s degree in Business, Engineering, Supply Chain, or equivalent experience.
- Exceptional interpersonal skills with the ability to articulate complex operational issues to senior management and build trust across global business units.
- A proactive, solution-oriented mindset to navigate supply chain challenges and drive consensus without direct authority.
- Strong data skills to translate operational metrics into performance stories and structured action plans.
Responsibilities
- Act as the primary post-contract operational contact.
- Represent the customer’s voice internally, manage the CSAT lifecycle, and serve as the global escalation lead to resolve operational issues with Business Units.
- Own end-to-end monitoring of SLAs and KPIs, driving root-cause analysis for any service deviations.
- Lead the transition from contract signing to execution, ensuring alignment on SOPs.
- Intercept customer demand forecasts to optimize capacity.
- Coordinate internal teams (Finance, IT, Operations) to handle major supply chain disruptions smoothly.
- Support the Key Account Manager with performance data to secure contract renewals.
- Identify logistics inefficiencies to qualify new growth leads (new lanes, trades, or services) and drive adoption of digital visibility and sustainability tools.
- Monitor DSO and billing accuracy to ensure the account meets financial and compliance targets.
Benefits
- Medical, dental and vision insurance after 30 days of employment
- Industry-leading company-matching 401(k) plan
- Company paid life insurance, short-term and long-term disability
- Access to on-the-job training
- Exclusive discounts on attractions, automotive, travel and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
