Strategic Customer Success Manager

Logiwa • Atlanta, GA

3d • Hybrid

About The Position

As Logiwa’s Strategic Customer Success Manager, you will be responsible for owning and nurturing relationships with our most strategic, high-value customers. You'll serve as a trusted advisor, directly influencing the long-term success and growth of our top accounts. Your work will be critical to maximizing the value they derive from our platform and solidifying Logiwa's reputation as a leading partner in the supply chain industry.

Requirements

• 7+ years of experience in Customer Success or Account Management within a B2B SaaS environment, specifically managing strategic or enterprise accounts.
• Proven track record of building and maintaining strong, long-lasting customer relationships.
• Proven experience navigating upward within large organizations and identifying and closing white space opportunities within existing accounts.
• Deep understanding of the customer lifecycle and customer success best practices.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage confidently with C-level executives and various stakeholders.
• Strong analytical and problem-solving abilities, with a data-driven approach to understanding customer health and identifying solutions.
• Ability to influence and persuade at all levels of an organization.
• Proactive, self-motivated, and results-oriented with a strong sense of ownership.
• Experience with CRM software (we use HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero.)
• Must be located within the Chicagoland area to conduct frequent visits to customers in downtown Chicago.

Responsibilities

• Drive Business Impact: You won’t just manage accounts; you will be a strategic partner, directly contributing to our company’s revenue growth and customer retention goals. You'll translate customer needs into actionable insights that inform our product roadmap and business strategy.
• Own Strategic Customer Relationships: Develop and maintain deep, long-term relationships with a portfolio of key enterprise customers, acting as their primary point of contact and advocate within Logiwa.
• Drive Customer Success & Value: Proactively engage with customers to understand their business objectives, identify opportunities for product adoption and expansion, and ensure they achieve their desired outcomes.
• Strategic Account Planning: Collaborate with customers to develop and execute comprehensive success plans, including business reviews, health checks, and strategic roadmap discussions.
• Issue Resolution & Escalation: Act as a critical point of contact for customer inquiries and issues, coordinating with internal teams (e.g., product, support, sales) to ensure timely and effective resolution.
• Identify and Pursue Growth Opportunities: Build relationships with senior leaders and other business units to discover expansion opportunities within existing accounts.
• Advocate for Customers: You’ll become an expert in your customers’ commercial strategy, serving as both a trusted advisor to their business, and the voice of the customer to Logiwa’s internal teams. You’ll work closely with the Product team on how customer feedback informs Logiwa’s product development and strategy.
• Product Expertise: Maintain a deep understanding of our product capabilities and new features to effectively advise customers on best practices and optimal usage.
• Risk Management: Proactively identify and mitigate churn risks, developing strategies to re-engage at-risk accounts.

Benefits

• Flexibility to work fully remote, or hybrid if you desire
• Free breakfast and snacks daily (at Chicago office)
• Weekly happy hour (at Chicago office)
• 15 days of paid time off + 5 personal days annually
• 12 paid company holidays
• Your birthday as a paid holiday
• 100% employer-paid health and dental insurance
• Vision insurance
• Life insurance
• Legal insurance
• Pet insurance
• 401(K)
• Free access to a confidential certified financial advisor
• Employee Assistance Program - confidential counseling and advice available by phone, web, or text
• Community engagement opportunities like quarterly volunteer days

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed