Customer Success Manager

Infios

5d•$105,000•Remote

About The Position

As a Customer Success Manager at Infios, you will support customers running warehouse, transportation, and supply chain operations on our platform. This role requires both: Experience in Customer Success (or post-sale SaaS roles), and Hands-on exposure to WMS, TMS, or supply chain systems. You will own the customer lifecycle (onboarding, adoption, and risk management) and work directly with operational stakeholders to ensure successful platform use. You must be able to understand warehouse and logistics workflows, identify risks, and guide customers to measurable outcomes. Experience with WMS, TMS, or similar platforms is required to effectively support customers in complex environments.

Requirements

BS or BA in a technical, business, supply chain, or logistics-related field preferred
4+ years in Customer Success, Implementation, or Account Management within a SaaS environment
Proven ownership of the full customer lifecycle: onboarding, adoption, customer health, escalation management, and retention
Hands-on experience with WMS, TMS, or supply chain software (required)
Strong understanding of warehouse and logistics operations (e.g. inventory management, order fulfilment, transportation workflows)
Ability to identify operational and technical risks, troubleshoot issues, and drive resolution with cross-functional teams
Experience supporting complex customer environments and guiding adoption of enterprise software
Comfortable working with both operational users (warehouse, logistics, supply chain teams) and executive stakeholders
Strong collaboration across Product, Engineering, Support, and Sales to resolve issues and improve customer outcomes
Ability to deliver customer-facing presentations, business reviews, and success planning discussions
Self-sufficient, organised, and able to manage multiple customer accounts in a fast-paced environment
Ability to handle ambiguous situations while maintaining a high level of customer satisfaction
Ability to travel up to 40 percent

Nice To Haves

Knowledge of cloud infrastructure and cloud-based services
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