Senior Client Success Manager

Misfits Market•Northlake, IL

1d•$110,000 - $120,000

About The Position

We are seeking a highly strategic, commercially driven, and operationally experienced Senior Client Success Manager (Sr. CSM) to lead and scale relationships with our most critical 3PL and food logistics partners. In this role, you are not just a point of contact; you are the Subject Matter Expert (SME) on your clients' operations and the primary architect of their success within our facility. You will sit at the intersection of Commerce and Operations. While you own the contract, the revenue, and the relationship, you also provide the strategic direction to our Technical Program Managers (TPMs) and Continuous Improvement Engineers. You will define what needs to be done to meet client goals, while ensuring our operations team executes efficiently, compliantly, and profitably. You will also help the client prioritize according to execution, bandwidth of your own teams, and process capabilities.

Requirements

Bachelor’s Degree required. Preferred fields: Industrial Engineering, Supply Chain Management, Business Administration, or Food Science.
7+ years of experience in a client-facing role within a technical environment (3PL, Contract Packaging, Manufacturing, or Supply Chain Consulting).
Operational Background: Unlike traditional account managers, you must have "floor awareness." Experience in Food & Beverage Manufacturing or Cold Chain Logistics is non-negotiable.
Demonstrated experience creating quotes, managing complex contracts, and understanding P&L statements (Profit & Loss).
Ability to provide clear, authoritative direction to cross-functional teams (Engineers, TPMs, Ops Managers) without direct HR reporting lines.
Ability to synthesize complex operational data (from WMS or ERP systems) into clear, actionable executive summaries for clients.
Advanced Excel/Google Sheets skills (modeling, pivot tables) or SQL knowledge to analyze production data, inventory and labor costs.
Experience with Lean Six Sigma and Manufacturing Practices
Experience with Scrum and Agile Methodologies

Nice To Haves

The "General Manager" Mindset: You view your client account as your own business unit, taking full responsibility for its profitability and operational excellence.
Negotiator: Capable of pushing back on unreasonable client requests or negotiating timelines when operational constraints require it.

Responsibilities

Serve as the primary owner of the client relationship, acting as the executive escalation point and strategic partner for key accounts.
Own the commercial health of assigned accounts, including contract compliance, payment terms, profitability, and capture of all Value Added Services (VAS) revenue.
Lead contract renewals, scope expansions, pricing discussions, and service change management initiatives.
Identify opportunities for account expansion, operational growth, and additional value-added services within existing partnerships.
Lead the scoping and quoting process for new projects, ad-hoc requests, and seasonal surges by evaluating labor, material, storage, and operational costs to ensure target margins are achieved.
Support onboarding and sales initiatives by presenting operational capabilities and solution strategies to prospective customers.
Translate client business objectives into clear operational strategies and execution plans across warehouse and fulfillment operations.
Provide strategic direction and prioritization to Technical Program Managers (TPMs), Operations teams, and Continuous Improvement Engineers to ensure successful execution of client initiatives.
Monitor operational performance against Service Level Agreements (SLAs) and partner with Operations leadership to drive service excellence and continuous improvement.
Lead Weekly Business Reviews (WBRs) and recurring client meetings, presenting KPIs such as fill rates, inventory accuracy, waste reduction, throughput, and yield performance.
Develop executive-level reporting and KPI dashboards that highlight operational trends, risks, opportunities, and overall account health.
Maintain full ownership of customer satisfaction, operational stability, financial performance, and long-term account scalability.
Own the strategic roadmap and prioritization of active and upcoming client initiatives, including new product launches, packaging transitions, seasonal programs, automation projects, and process improvements.
Lead cross-functional project execution from concept through launch, ensuring timelines, budgets, operational readiness, and client expectations are successfully met.
Partner with Engineering, Operations, and Continuous Improvement teams to implement scalable processes and operational efficiencies.
Proactively identify and mitigate operational risks, process gaps, resource constraints, and escalation points before they impact service or client experience.
Act as the guardian of the client’s product integrity. You must understand their specific Food Safety and Cold Chain requirements (e.g., dwell time limits, temperature excursions) and ensure the floor is directed to maintain these standards.