JOB SUMMARY

The Senior Customer Success Manager (Sr. CSM) plays a pivotal role in ensuring the success and satisfaction of iTradeNetwork's Tier 2 enterprise customers. Each Sr. CSM manages a book of approximately 30 to 40 complex, enterprise-level accounts, partnering with customers to drive adoption, ensure retention, and expand account value through upsell and cross-sell opportunities.

This is a strategic yet hands-on role, ideal for someone who thrives in a fast-paced environment, has deep empathy for customers, and understands how to align enterprise supply chain needs with technology solutions. The Sr. CSM is a critical driver of growth, loyalty, and product utilization across a broad set of high-impact customers.

Key Responsibilities:

Customer Ownership & Account Growth

* Manage a portfolio of ~30 to 40 Tier 2 enterprise accounts, ensuring strong health, renewal success, and product adoption * Identify upsell and cross-sell opportunities by understanding customer business goals and mapping them to iTradeNetwork's offerings * Lead regular customer business reviews and facilitate annual executive strategy sessions, aligning on outcomes and long-term value

Strategic Relationship Management

* Build strong relationships with senior stakeholders, including C-level executives, to position iTradeNetwork as a trusted advisor * Act as a customer advocate and liaison across Sales, Product, Customer Support, and Implementation teams * Maintain regular engagement through strategic check-ins and executive touchpoints, ensuring continuous alignment with customer goals

Adoption & Enablement

* Guide customers through their adoption journey and lifecycle stages, ensuring they realize value from their solutions * Assist in onboarding processes, ensuring a seamless and efficient start to the partnership * Provide guidance on best practices and recommend creative solutions to maximize customer success

Operational Excellence

* Develop and maintain account plans including business goals, success metrics, stakeholder maps, risk mitigation plans, and growth strategy * Track and report on KPIs related to customer health, engagement, and value realization * Establish regular communication cadences to ensure every customer is proactively engaged and supported

Customer Advocacy & Voice of Customer

* Listen to customer feedback and identify recurring themes or issues, proposing internal solutions or enhancements * Provide product feedback and advocate for roadmap improvements based on customer input and needs * Share insights with internal teams to shape strategic decisions, processes, and enhancements

Industry Expertise

* Stay current on supply chain trends and iTradeNetwork's evolving solutions * Represent the brand at industry conferences and customer events as needed * Maintain proficiency in relevant tools, technologies, and best practices

What you'll need:

* Bachelor's degree and 8-10 years in a customer-facing role (e.g., Customer Success, Professional Services, Account Management) * Proven ability to manage a portfolio of enterprise customers, ideally within a SaaS or B2B technology environment * Strong track record of revenue growth via upsell and cross-sell motions * Experience leading customer business reviews and presenting to C-suite stakeholders * Deep understanding of enterprise supply chains and complex business processes * Strong organizational skills with the ability to manage multiple customers and priorities simultaneously * Excellent communication and interpersonal skills with high emotional intelligence * Skilled at bridging technical and business conversations; able to translate customer needs into actionable plans * Familiarity with the software development lifecycle, IT infrastructure, and professional services delivery * Proficiency with project management tools, customer success platforms, and CRM systems * A creative, problem-solving mindset with a strong customer-first orientation

This is a hybrid position, candidates must be located in Charlotte, North Carolina; Denver, Colorado; and Atlanta, Georgia.