Senior Manager, Customer Success Projects – Supply Chain, Logistics

Role Overview

• Lead the Customer Success Projects function across regions, ensuring consistent, high-quality delivery of complex customer implementation projects
• Manage, coach, and develop Customer Success Project Managers, building a collaborative and high-performing global team
• Oversee active and upcoming customer projects, ensuring clear prioritization, strong governance, resource planning, and risk management
• Partner directly with customers and Sales teams to understand customer needs and shape tailored supply chain solutions
• Support customer workshops and solution design discussions, translating requirements into clear implementation plans and deliverables
• Coordinate with Operations, Customer Service, Customer Solutions, IT, QA, Finance, and regional teams to ensure smooth project setup, execution, and operational handover
• Oversee key project documentation, including statements of work, lane mappings, SOPs, communication plans, KPI frameworks, and implementation plans
• Act as an escalation point for customer concerns, project risks, and cross-functional challenges
• Build scalable governance frameworks and processes that create consistency across regions
• Use KPIs, dashboards, and performance insights to track delivery, identify risks, and drive continuous improvement
• Support technology and system integration activities that enable efficient, compliant, and customer-focused supply chain execution
• Manage the Customer Success Projects budget and financial processes, including travel and expenses, CSPM fees, and finance submissions

Requirements

• Significant experience in customer success, project management, supply chain, healthcare logistics, pharmaceutical logistics, technical account management, or a related customer-facing function
• Experience leading complex customer-facing projects or programs in regulated, high-compliance, or operationally critical environments
• Strong leadership experience across global or regional teams, ideally including direct management of project professionals
• Proven ability to manage project governance, implementation planning, documentation, stakeholder engagement, escalation management, and operational handover
• Strong cross-functional collaboration skills, with experience working across Sales, Operations, Customer Service, IT, QA, Finance, and regional leadership
• Excellent organizational skills and the ability to manage multiple priorities, projects, stakeholders, and deadlines
• Strong communication skills, with the ability to engage confidently with customers, senior leaders, and global teams across cultures
• An analytical mindset, with confidence using KPIs, dashboards, and performance metrics to identify risks and improvement opportunities
• Technology fluency, including the ability to work with IT and systems teams on customer integrations and process improvements
• Full professional fluency in English

Benefits

• Health insurance
• 401(k) matching
• Flexible working hours
• Paid time off
• Remote work options
• Family building support
• Behavioral health solutions
• Paid parental leave
• Paid caregiver leave
• Professional development resources