Customer Success Manager - Supply Chain SaaS
RELEX Solutions · United States
- Hybrid
- Full-time
- $100,000 / year
- United States
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Job highlights
- Manage customer relationships and drive value.
- Optimize supply chain and retail processes.
- Achieve customer satisfaction and business goals.
- Pursue upsell and cross-sell opportunities.
- Collaborate with internal teams for customer success.
About the role
Customer Success Manager - Supply Chain SaaS
RELEX Solutions is seeking a committed Customer Success Manager to join our team. This role is ideally located in the CST or MT time zone in the US. Bilingual abilities in English and Spanish are a significant plus. You will become part of a diverse and supportive team dedicated to ensuring our customers maximize value from our solutions, while contributing to healthy margins and SaaS revenue to fuel our expansion in North America. Your responsibilities will include building strong customer relationships, leading KPI discussions, improving NPS scores, and actively pursuing opportunities for renewals, upsells, and cross-sells to expand customer engagement.Candidates should possess a solid understanding of Manufacturing/CPG and/or Retail supply chain, with experience in one or more of the following areas: Demand planning, forecasting and replenishment, Space planning & Assortment, Category management and Merchandising, Price and promo optimization, Retail or CPG supply chain. The ideal candidate will act as a trusted advisor, offering strategic guidance and support to leaders, and will have commercial experience in SaaS, either as a provider or customer.
Our Customer Operations team is dedicated to partnering with clients, understanding their needs, delivering projects, optimizing solution usage, and ensuring customer satisfaction and goal achievement. They leverage strong relationship-building skills and deep retail/supply chain knowledge within a dynamic, tech-focused environment.
Key Responsibilities:
- Monitor customer operations and business strategy, assessing satisfaction, identifying challenges, and offering support.
- Apply a consultative approach to understand and optimize customer business processes, identifying opportunities to boost sales, reduce costs, and enhance efficiency.
- Track and improve key customer performance metrics.
- Facilitate steering meetings to align with customer business strategies and the RELEX roadmap.
- Collaborate with Service Delivery Managers on version upgrades.
- Manage customer solution improvements in conjunction with the RELEX Value Development team.
- Provide thought leadership and innovation, confidently challenging business strategies.
- Serve as the primary escalation point for business operations and a secondary for IT.
- Handle administrative functions like reporting and invoicing billable activities.
We're Looking For:
- Minimum 2+ years of relevant experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, and/or Account Management within the specified areas.
- 2+ years of commercial SaaS experience (provider or customer).
- 4+ years of leadership experience in supply chain, pricing, and/or merchandising.
- Proven experience in full customer responsibility, account development, roadmap management, and driving cross-sell/upsell opportunities.
- Process and software solution experience in demand planning, forecasting, replenishment, space planning, assortment, merchandising, or retail/CPG supply chain.
- Relevant Master's or Bachelor’s degree in fields such as Industrial Management, Business Administration, Computer Engineering, Industrial Engineering, Logistics, or Supply Chain Management.
Advantages:
- A blend of Customer Success Management, IT Service Management, and retail industry expertise.
- Ability to influence business strategy and communicate effectively across all organizational levels.
- Capacity to understand customer challenges from both business and IT perspectives.
- Demonstrated ability to independently develop customer accounts and create additional value.
About RELEX:
RELEX Solutions develops cutting-edge supply chain and retail planning software, enhancing adaptability, efficiency, and sustainability in the consumer goods and retail value chain. We are committed to making a tangible impact, from reducing waste to delighting customers with tailored tech solutions. Our culture values inclusivity, belonging, and the active pursuit of new ideas. We champion diversity and are dedicated to creating an equitable environment for all employees.Skills & topics
- Customer Success Manager
- SaaS
- Supply Chain
- Retail
- Demand Planning
- Forecasting
- Replenishment
- Merchandising
- Account Management
- Customer Relationship Management
- Salesforce
- CRM
- Business Development
- Upsell
- Cross-sell
- KPI
- NPS
- Bilingual
- Spanish
- US
- CST
- MT
How to get hired
- Customize your resume: Highlight your SaaS, supply chain, and customer success management experience, aligning keywords with the job description.
- Showcase your expertise: Emphasize your understanding of retail/CPG supply chain, demand planning, and commercial SaaS experience.
- Prepare for behavioral questions: Be ready to discuss your experience in building relationships, problem-solving, and influencing strategy.
- Demonstrate your value: Articulate how you've driven customer value, improved KPIs, and managed customer accounts effectively.
- Research RELEX: Understand their mission, products, and culture to tailor your application and interview responses.
Technical preparation
Master supply chain software functionalities.,Understand SaaS metrics and KPIs.,Practice consultative selling techniques.,Familiarize with CRM tools.
Behavioral questions
Describe a challenging customer relationship.,How do you drive customer value and retention?,Share an experience influencing business strategy.,How do you handle customer escalations?
Frequently asked questions
- What is the ideal candidate profile for the Customer Success Manager role at RELEX Solutions?
- The ideal candidate for the Customer Success Manager position at RELEX Solutions possesses at least two years of experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, or Account Management. They should also have two years of commercial SaaS experience and four years of leadership experience in supply chain, pricing, or merchandising. A strong understanding of Mfg./CPG and/or Retail supply chain, with specific experience in areas like demand planning or category management, is crucial. Additionally, the candidate should be comfortable acting as a trusted advisor and providing strategic guidance.
- Does RELEX Solutions require bilingual skills for the Customer Success Manager position?
- While not strictly required, RELEX Solutions considers bilingual abilities in English and Spanish to be a 'HUGE plus' for the Customer Success Manager role. This suggests that candidates with strong Spanish language skills may have a competitive advantage, especially considering the company's expansion into North America and its diverse customer base.
- What are the key responsibilities of a Customer Success Manager at RELEX Solutions?
- Key responsibilities for the Customer Success Manager at RELEX Solutions include building high-quality customer relationships, leading KPI target discussions, improving NPS scores, and actively pursuing incremental SaaS revenue through renewals, upsells, and cross-sells. They will also monitor customer operations and strategy, act as a consultant to optimize business processes, track performance metrics, facilitate steering meetings, coordinate upgrades, manage solution improvements, and provide thought leadership. The role also involves being a primary escalation point for business operations.
- What specific supply chain or retail areas does RELEX Solutions look for in candidates?
- RELEX Solutions seeks candidates with experience in or supporting one or more of the following areas: Demand planning, forecasting and replenishment; Space planning & Assortment; Category management and Merchandising; Price and promo optimization; and Retail or CPG supply chain. Familiarity with Mfg./CPG is also highly valued.
- What kind of commercial experience is needed for the Customer Success Manager role?
- The Customer Success Manager role requires commercial experience in SaaS, either as a provider or as a customer. This experience is considered essential for success in the role, indicating the need for a strong understanding of SaaS business models, customer value, and revenue generation within the software industry.
- What is the work arrangement for this Customer Success Manager position?
- The job description indicates that the Customer Success Manager role is ideally located in the CST or MT time zone in the US, suggesting a primary focus on these regions. While not explicitly stated as remote, hybrid, or on-site, the mention of time zones and the nature of a Customer Success Manager role often allows for flexibility, potentially indicating a hybrid or remote arrangement where strong communication and time zone alignment are key.
- What educational background is preferred for the Customer Success Manager role at RELEX Solutions?
- RELEX Solutions prefers candidates with a relevant Master's or Bachelor’s degree with an excellent academic record. Preferred fields include Industrial Management, Business Administration, Business Management, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Logistics, Supply Chain Management, or Supply Chain Engineering.