SaaS Customer Success Manager

Brambles • Orlando, FL

1d • Hybrid

About The Position

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model. Job Description Key Responsibilities May Include: Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions. Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes. Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value. Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements. Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives. Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities. Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns. Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle. POSITION PURPOSE The Customer Success Manager is responsible for delivering exceptional customer experiences and driving adoption of corporate Digital Customer Solutions. Reporting to the Customer Success Lead, the CSM works directly with North American customers to ensure they achieve their desired outcomes, maximize product value, and maintain long-term engagement. This role focuses on onboarding, training, proactive support, and success planning to minimize churn and foster strong customer relationships.

Requirements

• Client Relationship Management: Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.
• Problem-Solving & Issue Resolution: Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.
• Industry Knowledge: Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.
• Project Management: Ability to coordinate tasks, timelines, and goals for customer-related projects.
• Technical Skills: Proficient with SaaS platforms and data analysis tools.
• Soft Skills: Strong communication, active listening, empathy, and conflict resolution capabilities.
• Upselling & Renewal: Proven ability to identify and support upsell and cross-sell opportunities.
• Adaptability
• Customer Experience (CX)
• Customer Feedback
• Customer Relationship Management (CRM)
• Customer Relationships
• Customer Success
• Empathy
• Experimentation
• Product Knowledge
• Sales
• Taking Ownership
• Teamwork
• Understand Customers
• Bachelor’s degree in a relevant field or equivalent experience

Nice To Haves

• Certifications in Change Management or Customer Experience

Responsibilities

• Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
• Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
• Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
• Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
• Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
• Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
• Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.
• Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.

What This Job Offers

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