Ensure retention, expansion and continuous value delivery to the Supply BU's customer base, maximizing Net Revenue Retention (NRR) and strengthening strategic relationships with key accounts.
Define the Customer Success strategy aligned with the BU's growth objectives;
Design the segmentation and portfolio coverage model;
Ensure predictability of churn, renewals and expansion;
Act as the voice of the customer in the BU's strategy.
Lead the renewals and upsell strategy;
Ensure disciplined execution of executive QBRs;
Monitor health scores and churn risk;
Work directly on strategic enterprise accounts.
Define and track KPIs (GRR, NRR, churn, expansion, NPS, LTV);
Build and maintain a renewal forecasting model;
Implement executive account management rituals;
Ensure alignment with commercial targets.
Ensure the real capture of value from Supply solutions;
Connect the product roadmap to the needs of the customer base;
Develop engagement playbooks by segment.
Develop CSMs with a consultative and executive posture;
Foster a data-driven culture focused on financial impact;
Ensure alignment between strategic messaging and operational delivery.

Bachelor's degree in Business Administration, Engineering, Economics, Technology or related fields;
Proven experience leading Customer Success in B2B SaaS companies;
Demonstrated track record of impacting retention, expansion and Net Revenue Retention (NRR);
Experience managing enterprise or mid-market portfolios;
Experience with renewal, upsell and expansion models;
Experience managing CSMs and consultative teams;
Strong understanding of recurring revenue management (ARR / NRR / churn);
Ability to build strategic relationships with executives;
Analytical capability to manage health scores and churn risk;
Consultative mindset oriented to value generation;
Ability to conduct executive QBRs;
Leadership experience in relationship and consulting teams;
Strong data orientation and revenue predictability.

Customer Success Manager

Key skills