Senior Customer Success Manager

Conexiom develops an Intelligent Order Automation platform that eliminates manual work for manufacturers and distributors. The Senior Customer Success Manager will proactively manage a portfolio of enterprise, mid-market, and commercial customers, owning relationship health, retention, renewals, and growth while serving as a strategic advisor and coordinating cross-functionally to deliver customer outcomes.

Responsibilities:

• Own the Relationship Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors, not just day-to-day users, so account knowledge and influence don't sit with one contact
• Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change
• Own the Outcome Own the health, retention, and renewal outcome for your portfolio; proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account
• Drive a proactive touchpoint cadence across the portfolio rather than operating purely in response to inbound requests
• Identify and resolve customer-raised issues and friction points before they escalate, owning them through to resolution
• Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations; a strategic conversation, not a status update
• Drive the Engine Identify expansion signals through usage patterns and business reviews, and build the business-value case with the customer
• Advance qualified expansion opportunities to Sales for close. You own the conditions for growth; Sales owns the commercial close
• Be the Voice of the Customer Surface adoption themes and feedback patterns to the leadership and Product teams
• Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing to resolve customer needs and drive advocacy

Requirements:

• Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts with direct accountability for retention and renewal outcomes
• Demonstrated experience building and owning relationships with senior/executive stakeholders, not just operational or user-level contacts
• Demonstrated track record of proactively catching and resolving churn risk before it's escalated to you, not just responding once a renewal is already in jeopardy
• Experience translating account or usage data into a business-value narrative that resonates with customer executives, not just a usage report
• Experience building a qualified expansion opportunity and handing it off cleanly to a sales process
• Strong cross-functional operating skills and comfortable driving alignment across Sales, Product, and Support without formal authority
• Technical fluency: able to learn new software quickly and explain it simply to non-technical stakeholders
• Knowledge of CRM, project, or customer success/data management tools
• Experience building account or success plans within a formal health-scoring or lifecycle framework (e.g., Gainsight, Totango, Catalyst)
• Experience supporting customers through platform migrations, product re-architecture, or AI/automation adoption
• Direct experience partnering with Product and Engineering teams on feedback loops and roadmap input
• Prior experience in Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software
• Background scaling proactive CS processes in a growing SaaS organization