Role Objective

To own and strengthen customer relationships by driving successful onboarding, product adoption, and long-term value realization, while ensuring high customer satisfaction, renewals, and growth through proactive engagement, data-driven insights, and trusted partnership.

Key Responsibilities

Serve as the primary point of contact and trusted advisor for assigned customer accounts, owning overall account health, renewals, retention, and growth.
Understand customer business strategy and risk management posture, and lead customers through all phases of implementation using the Supply Wisdom Customer Success methodology.
Build strong, long-term customer relationships to drive advocacy, satisfaction, and measurable outcomes.
Drive product adoption and long-term value realization by proactively analyzing usage, feature adoption, and customer behavior to identify opportunities and risks.
Develop and execute end-to-end customer engagement strategies, identifying white space and expansion opportunities.
Collaborate cross-functionally to ensure seamless communication, timely issue resolution, and alignment on customer needs.
Prepare and deliver customer-facing and internal presentations, reports, and insights to ensure stakeholder alignment.
Advocate for customers internally by synthesizing feedback, recommending product or process improvements, and influencing outcomes.
Monitor key performance metrics, including renewals, NPS, adoption, and sales performance, and drive timely interventions as needed.

Qualifications & Skills:

5+ years B2B customer support or account management experience, preferably in Third part Risk Management, supply chain or vendor management, Procurement, Technology/SaaS solutions company.
A strong background in building and maintaining relationships with key business clients
In-depth knowledge of client relationship management strategies
Superb interpersonal, communication, and collaboration skills
Great problem-solving and analytical abilities
Excellent organizational and time management skills
Strong negotiation skills with a problem-solving attitude
Hands on experience with CRM software and Account Management systems
Good understanding of NPS model.

Our Commitment to You:

We offer a competitive salary and generous benefits. In addition, we offer a vibrant work environment, a global team filled with passionate and fun-loving people coming from diverse cultures and backgrounds.

Perks & Benefits:

Little things we have done to support our wellness, continuous learning, and a culture of fun include:

Health Insurance: Comprehensive health and accident coverage for peace of mind.
WFH Budget: Get equipped with a budget for your home office setup - whether it's a standing desk or cool gadgets, you're covered.

Quarterly Team Fun: Enjoy team lunches and bonding activities every quarter.

Personal Development: We support your growth with sponsorships for courses, conferences, and books.

If you are looking to make an impact in delivering market-leading risk management solutions, empowering our clients, and making the world a better place, then Supply Wisdom is the place for you. You can learn more at supplywisdom.com and on LinkedIn.

Customer Success Manager

Benefits

Job Description