Sr. Customer Success Manager

Kinaxis is a global leader in modern supply chain orchestration, and they are seeking a Senior Customer Success Manager to ensure large enterprise customers realize the full business value of their solutions. The role involves fostering partnerships with executive stakeholders, driving adoption, and identifying growth opportunities.

Responsibilities:

• Lead trusted, long-term partnerships with executive and senior stakeholder teams within assigned accounts, understanding their strategic supply-chain objectives and aligning our solutions accordingly
• Establish and maintain a robust governance model for each account — executive business reviews, stakeholder map, success-plan cadence, risk/issue forums
• Develop customized success plans that incorporate customer business drivers, define KPIs, and drive time-to-value and renewal readiness
• Partner with Sales and Renewals to contribute to account plans, map growth opportunities, and support the qualification of expansion leads (SQLs)
• Create customized success plans for enterprise accounts, ensuring customer business drivers are incorporated into solution deployment, adoption and renewal readiness strategies
• Handle light commercial responsibilities, such as tracking licenses, users, and scenarios, to enhance account value and contribute to growth
• Analyze account usage, health, risk and upsell signals; identify and hand off qualified expansion opportunities within your portfolio to enable revenue growth
• Lead cross-functional teams to develop and execute strategies that enhance adoption, derive business outcomes, and drive growth
• Regularly communicate with executive stakeholders, both internal and external, to build and maintain strong, trusted relationships
• Align customer business priorities with Kinaxis’ product roadmap, ensuring solutions meet both current and future needs
• Define and track customer-specific KPIs, providing ongoing guidance, risk mitigation strategies and actionable insights to inform decision-making
• Managing escalations by coordinating with internal teams to develop effective solutions that maintain customer trust and satisfaction

Requirements:

• Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field
• 7+ years of experience leading Forbes Top 100 and global enterprise accounts
• Demonstrated success in leading enterprise account governance models and customized success plans
• Proven success in driving technology adoption and customer business transformation to ensure value realization, driving account expansion and increasing lifetime value
• Experience identifying, qualifying or supporting upsell, cross-sell and next-sell opportunities in enterprise settings
• Solid understanding of Supply Chain Management, including knowledge of processes, systems, and operational best practices
• Excellent written and verbal communication skills, with a proven ability to deliver impactful presentations and effectively engage with executive-level stakeholders
• Experience working with SaaS platforms to deliver business solutions
• Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health, and driving proactive engagement
• Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required
• MBA or advanced degree preferred
• Project Management Professional (PMP) Certification considered an asset