Note: The job is a remote job and is open to candidates in USA. SWARM is an AI-powered optimization platform that automates complex operational decisions across supply chain, workforce, production, and logistics. The company is seeking a Customer Success Manager to manage enterprise customer relationships, drive adoption, expand revenue, support renewals, and translate customer feedback into product improvements.
Responsibilities
- Account Strategy: Own and manage long-term relationships with a portfolio of key enterprise accounts
- Revenue Expansion: Drive organic revenue growth by identifying, qualifying, and working with Sales on closing upsell and cross-sell opportunities
- Retention & Renewals: Monitor customer health metrics and proactively manage the contract renewal cycle to minimize churn
- Adoption Tracking: Ensure customers are realizing maximum ROI from the SWARM platform
- Strategic Alignment: Conduct regular Business Reviews (QBRs) with customer executives to align SWARM’s roadmap with their evolving operational needs
- Internal Advocacy: Synthesize customer feedback to help our Product and Engineering teams shape future feature development
Skills
- * **Experience**: 4+ years of post-sales enterprise account management, customer success, or relationship-focused sales in B2B SaaS
- * **Track Record**: Proven success in deeply understanding customers, customer health and related metrics, identification of and execution on expansion/upsell opportunities, and maintaining high Net Revenue Retention (NRR) rates
- * **Consultative Approach**: Exceptional listening and discovery skills, with a knack for turning technical discussions into business growth opportunities
- * **Communication**: Masterful presentation skills, comfortable navigating complex corporate hierarchies and speaking with C-suite stakeholders
- * **Work Style**: Empathetic, highly organized, and capable of managing multiple moving parts in a fully remote environment
- * **Industry Context**: Background in logistics, agrifood, supply chain, or industrial sectors is highly preferred
Benefits
- Fully remote work arrangement
- The candidate may also be eligible for commissions, performance bonuses, and equity.
Company Overview