Manager, Customer Success B2B

Exol

1d • Remote

About The Position

Exol is seeking a Manager, Customer Success B2B to join its Customer Success team. This senior individual contributor role owns strategic enterprise relationships and helps Consumer Packaged Goods, grocery, and food and beverage customers achieve operational and business objectives through Exol’s Robotic Logistics Platform™. The position is responsible for complex, high-value accounts, strategic account planning, commercial stewardship, customer retention, and partnership growth.

The Customer Success organization supports customers from implementation and onboarding through ongoing operations, renewal, and expansion. It works across Sales, Legal, Finance, Operations, Engineering, and Technology to deliver measurable customer outcomes and grow enterprise partnerships. The B2B team supports complex supply chain and fulfillment operations, including customers’ seasonality, shelf-life, compliance, distribution, and operational requirements.

Requirements

• Minimum of 8 years of related experience or equivalent work experience.
• Experience supporting Consumer Packaged Goods, grocery, or food and beverage manufacturing, distribution, fulfillment, or supply chain operations.
• Demonstrated success managing complex, multi-stakeholder enterprise accounts, executive relationships, and strategic account plans.
• Experience leading contract renewals, commercial negotiations, Statements of Work, pricing discussions, and account expansion activities.
• Strong executive communication, presentation, negotiation, problem-solving, and cross-functional leadership skills.
• Proficiency with CRM platforms, Microsoft Office, and reporting tools.
• Valid driver's license and ability to drive and/or fly to client locations and company headquarters.

Nice To Haves

• Bachelor’s degree in Business, Supply Chain, Logistics, Operations Management, or a related field.
• Experience using WMS, TMS, or related supply chain technologies.

Responsibilities

• Serve as the senior relationship owner for a portfolio of strategic B2B enterprise accounts, building trusted partnerships with operational leaders and executive sponsors.
• Develop and execute strategic account plans that align customer objectives with Exol’s operational, commercial, and growth priorities.
• Lead executive business reviews and strategic planning meetings, monitor account health, and communicate performance against customer KPIs and SLAs.
• Manage complex renewals, multi-year agreements, Statements of Work, pricing structures, and contractual commitments in partnership with Sales, Legal, and Finance.
• Drive customer retention and net revenue growth by identifying expansion, cross-sell, automation, and continuous improvement opportunities.
• Coordinate onboarding and implementation activities for large-scale, multi-phase enterprise accounts across Operations, Engineering, Technology, Sales, and Finance.
• Maintain accurate customer documentation and contribute category expertise, best practices, and informal mentorship to the broader Customer Success team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior