Customer Success Manager

Ivalua • New York, NY

10h • Hybrid

About The Position

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration. We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG (environmental, social, and corporate governance) performance, lower risk, and improve productivity. Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities. Learn more at www.ivalua.com. Follow us on LinkedIn CONTEXT: Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Manager to join our growing team in New York. ROLE: As a Customer Success Manager, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you’ll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use-case growth, and cross-functional collaboration, and addressing roadblocks if they come up. Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics. This role will require 30% travel to meet in-person with customers on a regular basis.

Requirements

• You have 6+ years of relevant work experience in B2B SaaS customer success, account management, or in a strategic consulting organization, or relevant experience in complex software implementation
• Ability to identify business development opportunities with key stakeholders within existing accounts.
• Experience preparing and delivering formal executive business reviews (EBRs) to senior-level executives, focusing on project milestones and customer health.
• Commitment to driving continuous improvement of customer-centric initiatives, collaborating effectively with Marketing, Product, Sales, Finance, and Executive teams.
• Strong leadership, project management, presentation, and business acumen skills to manage client expectations and outcomes effectively.
• Proactive partnership with clients to help them achieve business objectives, educate on best practices, guide through transformations, and ensure value realization.
• Ability to motivate and communicate clearly to drive adoption of new features or services.
• High standards of organization, discipline, and follow-through on tasks.
• Collaborative team player focused on achieving shared goals and positive results.

Nice To Haves

• Functional knowledge in Procurement, Sourcing, Supplier Risk, or Accounts Payables is a plus.
• Bachelor’s degree or equivalent experience preferred.
• French is a must for candidates applying for Montreal

Responsibilities

• Customer Management: Serve as the Ivalua primary advocate and trusted advisor for a portfolio of enterprise clients. Build and nurture executive-level relationships to ensure alignment with business objectives and long-term partnership growth. Lead executive business reviews and health assessments with senior stakeholders.
• Adoption & Success Planning: Develop and execute comprehensive success plans that align with client goals and drive measurable business outcomes. Monitor and analyze customer usage data and KPIs to proactively identify risks and opportunities. Lead initiatives to increase adoption, satisfaction, and retention.
• Renewal and Expansion: Own the renewal process for assigned accounts, ensuring timely and successful contract negotiations. Collaborate closely with Sales leadership to identify and drive upsell and cross-sell opportunities, leveraging deep product knowledge and customer insights.
• Cross-Functional Collaboration & Influence: Partner with Product, Marketing, Sales, Finance, and Executive teams to advocate for customer needs, influence product roadmap, and enhance the overall customer experience. Lead or contribute to special projects and customer success initiatives that drive operational excellence.
• Data Management & Reporting: Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.
• Product Advocacy & Feedback: Act as the Ivalua client advocate for the platform's value, demonstrate best-practice solutions for improvement or expansion, and track client feature requests with the Product Team.

Benefits

• Hybrid working model (3 days in the office per week)
• Snacks and weekly lunches in the office
• Regular social events, competitive outings, team running events, and musical activities
• medical
• dental
• vision
• retirement (with company match)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees