Customer Success Manager

About Our Client

Our client is a premier provider of warehouse management and fulfillment software, offering cloud-based solutions designed for modern business needs. The platform is crafted to support businesses in various sectors, including B2C, DTC, and third-party logistics (3PL). Unlike legacy WMS solutions, this offering delivers an agile, scalable, and innovative approach tailored to meet the demands of high-volume fulfillment.

Our client operates internationally, assisting companies across North America, Europe, and Asia with cutting-edge warehouse management technologies.

Why work with the company?

The company’s mission is to fulfill brilliantly. The aim is to revolutionize fulfillment by combining innovative technology with human expertise, enabling businesses to operate smarter, faster, and more sustainably. The vision is a future where companies of all sizes can easily navigate the complexities of modern supply chains, optimize workflows, reduce costs, and enhance customer satisfaction. By combining cutting-edge technology with real-time insights, the organization strives to make supply chains smarter, more agile, and better connected.

The company fulfills brilliantly for its people as well. The organization prioritizes accountability, responsiveness, and togetherness. The team stands by its work with reliability and trust, ensuring everyone can count on them. Staying connected is key. The team listens, responds, and values every conversation to build meaningful relationships with customers and coworkers, locally and across the globe. The collaborative spirit drives growth, learning, and innovation as a team, celebrating each other’s successes and achieving more together.

Team members are creative innovators, analytical thinkers, supply chain specialists, relationship builders, and more. If you’re looking for a small but mighty team where your ideas have impact, and your career can take off, then this is a great place for you!

About The Role

As a Customer Success Manager, you are the strategic partner for customers. The primary goal is to ensure they not only achieve but exceed their business objectives by leveraging the platform. You will build and maintain deep relationships, serving as their trusted advisor and advocate within the organization.

Key Responsibilities

• Manage a portfolio of key accounts, ensuring high levels of customer satisfaction and driving retention.
• Develop a profound understanding of each customer’s unique business goals and how the platform provides maximum value.
• Conduct high-impact business reviews to showcase value, celebrate successes, and identify new opportunities for growth.
• Proactively monitor customer health and identify potential risks to ensure a seamless and positive experience.
• Collaborate closely with internal teams—including sales, product, and support—to resolve issues, improve workflows, and champion the customer’s needs.
• Identify and execute upsell and cross-sell opportunities for the organization’s products and services.
• Partner with the marketing team to highlight customer success stories and create powerful case studies that promote customers’ achievements.
• Serve as the voice of the customer, providing critical feedback to help shape the product roadmap and strategic direction.

Required Qualifications

• 5+ years of experience in a Customer Success, Strategic Account Management, or similar client-facing role within a B2B SaaS environment.
• Proven expertise in supply chain, logistics, or WMS (Warehouse Management System) software is a significant plus.
• Exceptional communication and relationship-building skills, with the ability to influence and negotiate at all levels.
• A proactive and strategic problem-solver with a strong sense of ownership and a bias for action.
• Demonstrated ability to manage a portfolio of accounts while maintaining a high level of organization and attention to detail.
• Bachelor’s degree or equivalent professional experience.

Salary Range

The salary range for this role is $140,000 – $160,000 per year, depending on years of experience. This position is also eligible for a bonus, dependent on attainment of individual goals and metrics and company revenue performance.

Benefits

• Flexibility to work fully remote, or hybrid if desired.
• 15 days of paid time off + 5 personal days annually, 12 paid company holidays, and your birthday as a paid holiday.
• 100% employer-paid health and dental insurance.
• Other insurance offerings including: vision, life, legal, and pet insurance.
• 401(K) and 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.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”