Customer Success Manager

Smart Access is the AI execution layer for supply chains, helping large warehouses and logistics operations improve performance. The Customer Success Manager will drive post-sale success for enterprise customers, managing complex organizations and ensuring adoption and value realization from the company's solutions.

Responsibilities:

• Serve as the primary post-sale point of contact for assigned enterprise accounts
• Build relationships across multiple layers of the organization, including executive sponsors and operational stakeholders
• Navigate complex organizational structures and align diverse stakeholders around shared outcomes
• Lead onboarding for customers with complex operational environments and integrations
• Drive structured onboarding plans across cross-functional customer teams
• Align implementation to real-world operational workflows (e.g., logistics, distribution, facility operations)
• Drive adoption across distributed teams and user groups
• Monitor usage and engagement across different business units and personas
• Translate product capabilities into tangible operational and financial outcomes
• Own renewal readiness across complex accounts with multiple decision-makers
• Identify expansion opportunities tied to new sites, teams, or use cases
• Partner with Sales to drive growth within large, multi-entity organizations
• Act as the voice of the customer across Product, Sales, and Leadership
• Surface insights from complex deployments to inform roadmap and go-to-market
• Support strategic customer references and enterprise case studies
• Maintain accurate account health, stakeholder mapping, and engagement tracking
• Execute structured cadences (QBRs, executive reviews, success plans) tailored to enterprise environments
• Contribute to scalable playbooks for managing large, complex accounts

Requirements:

• 5–8+ years of experience in Customer Success, Account Management, or similar roles in SaaS or enterprise technology
• Proven experience managing enterprise customers with complex organizational structures
• Demonstrated ability to navigate multi-stakeholder environments and long decision cycles
• Strong business acumen with ability to connect solutions to operational and financial outcomes
• Excellent communication and executive presence
• Highly organized with strong operational discipline
• Self-starter who operates independently and deals well with ambiguity
• Experience supporting customers in supply chain, distribution, or large-scale operations environments
• Familiarity with operational workflows in environments such as warehouses, field operations, or multi-site enterprises
• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot)
• Experience working cross-functionally with Sales, Product, and Support teams
• Business process consulting experience