Senior Customer Success Manager (Supply chain experience)

Job Summary

We are looking for a Senior Customer Success Manager to own a named portfolio of enterprise accounts across North America, working closely with Account Executives, Product, Support, and cross-functional teams to protect and grow project44 s existing customer base.

In this role, you will serve as the primary strategic partner for your accounts - directly accountable for retention, expansion, and long-term customer health. You will build executive-level relationships, govern the renewal lifecycle, own escalation management, and drive measurable business outcomes.

Shift Time: 4:00 PM - 1:00 AM IST

Responsibilities

• Own a named portfolio of enterprise accounts across North America with full accountability for gross revenue retention (GRR), net revenue retention (NRR), and account health - from renewal forecasting and risk identification through save plays and churn prevention.
• Build and execute joint success plans with each customer: translating their supply chain and logistics business objectives into a structured adoption roadmap.
• Lead structured Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to connect platform outcomes to customer business goals.
• Own escalation management for accounts in your portfolio: coordinate cross-functional resolution across Product, Engineering, and Support.
• Represent the voice of your customers internally: channel structured product feedback, competitive signals, and use-case patterns to Product and Enablement teams with context and prioritization.
• Work North American business hours from Bengaluru (4:00 PM - 1:00 AM IST), building trusted, high-value relationships with enterprise customers and internal stakeholders across time zones and cultures.

About You

Basic Qualifications

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

Other Qualifications

• Supply chain, logistics, or freight technology domain experience is a good to have
• Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes.
• Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders.
• Advanced AI fluency is a requirement for this role: hands-on proficiency with Claude and other AI tools to prepare for customer interactions, draft renewal documentation, analyze account patterns, and scale your output. The ability to direct AI effectively, evaluate outputs critically, and apply it responsibly is as important as the proficiency itself.
• Data fluency: you can pull and interpret adoption and consumption reports, build a churn or expansion narrative from behavioral signals, and present that story convincingly to both customers and internal leadership without a data analyst in the room.
• Comfortable operating across cultures and time zones; this role requires confident, clear communication with North American customers and stakeholders, including navigating ambiguity without in-person context.

Technologies We Use

• Jira
• Confluence
• Zendesk
• Salesforce
• Clari
• Observe

Work from office expectations

This role requires you to operate from office all 5 days in a week.