Customer Success Manager – Supply Chain SaaS

Excellent opportunity for a committed Customer Success Manager to join our RELEX family, ideally in the CST or MT time zone in the US! Bilingual :: English and Spanish is a HUGE plus! You’ll join a diverse team who will help you succeed in your new role. This team ensures every customer gets the most value from our solution, all while maintaining healthy margins and SaaS revenue to support our accelerated expansion into North America. In this role you will help the team achieve this goal by building high quality customer relationships, leading KPI target discussions, improving NPS scores, and actively pursuing incremental SaaS from renewal, upsell, and cross sell opportunities to expand and evolve how robustly we serve our customers. Candidates must have an understanding of Mfg. / CPG and/or Retail supply chain and have experience working with 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 Retail or CPG supply chain NOTE: The ideal candidate is comfortable working as a trusted advisor, providing strategic guidance and support to leaders. Additionally, you have commercial experience in SaaS, either as a provider or customer. This is essential to success in this role! Our Customer Operations team partners with customers and support their diverse needs. Throughout the sales experience, they develop and deliver projects, optimize how our solution is used and ultimately keep our customers happy and help them achieve their goals. Their relationship-building skills and retail/supply chain knowledge are second to none. A dynamic team that embraces change and loves being part of our exciting tech atmosphere. Customer Success Manager, and this is some of what you’ll be doing: Having your finger on the pulse of your customers operations and business strategy – measuring satisfaction, asking about challenges, and offering help when needed  Working with your customers with a strong consultant mindset to understand and optimize their business processes and identify areas of opportunity to increase sales, reduce costs and maximize the efficiency of in-store operations  Monitoring customer’s key performance metrics and taking the necessary actions to improve them  Facilitating recurring steering meetings to align with customer’s business-strategy and RELEX road map  Working closely with Service Delivery Manager to plan and coordinate version upgrades  Manage customers solution improvements and work directly with RELEX Value Development team  Providing thought leadership, innovation, and having the confidence to challenge business strategy with your customers  Primary escalation points for business operations, secondary for IT  Administrative functions such as reporting and invoicing billable activities We’re looking for:  Minimum 2+ years of relevant work experience in SaaS Customer Success Management, IT Service Management, Management Consultancy, Supply Chain Management, and/or Account Management role operating or supporting one of the key areas above 2+ years of commercial experience in SaaS, either as a provider or as a customer 4+ years of leadership experience in supply chain, pricing, and/or merchandising Experience in having full customer responsibility, developing customer accounts, managing development roadmaps, and actively pursuing cross sell and upsell opportunities  Process and software solution experience in any of the following areas: Demand planning, forecasting and replenishment Space planning & Assortment Merchandising Retail or Mfg. / CPG Relevant Master’s or Bachelor’s degree with an excellent academic record in e.g., Industrial Management, Business Administration, Business Management, Computer Engineering, Industrial Engineering, Computational Science and Engineering, Logistics, Supply Chain Management or Supply Chain Engineering What we consider as an advantage:  Combination of Customer Success Management skills, IT Service Management skills and retail industry knowledge  Able to influence business strategy and communicate effectively at all levels  Able to understand customer’s challenges from business and IT perspectives  Able to independently develop customer accounts and create more value for our customers  About RELEX:  RELEX Solutions create cutting-edge supply chain and retail planning software. Within our platforms, we have the power and potential to increase adaptability, efficiency and sustainability in the consumer goods and retail value chain. Our impact is tangible; from sustainability and eliminating waste to delighting customers and delivering great tailored tech solutions, we’re curious and passionate challenge-seekers creating the future of retail today. Being part of RELEX means being heard, feeling valued, and knowing that you can be yourself because you belong. We believe in actions, not words, regarding diverse hiring and employment practices. We take DE&I seriously. We champion and benefit from global diversity. We’re creating and evolving our culture to welcome everyone and value every idea.   RELEX Solutions is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.   Apply now STORIES ABOUT OUR PEOPLE Culture A Song of Fire and AIs A year ago, Tuomas Honkala didn’t expect he’d be having AI models critique each other’s code while he referees. He didn’t set out to become an… Read more Culture Life as a Solution Consultant: Nina Windall Featuring Nina Windall, Solution Consultant When you meet Nina Windall, one thing becomes clear: she loves a good challenge. Whether she’s diving… Read more Culture Growing With RELEX: Inside Value Development When you talk to people at RELEX, one theme comes up again and again: the work is interesting, the learning curve… Read more Read more stories