Senior Customer Success Manager (Supply chain experience) - LSP

4:00 PM - 1:00 AM IST

We are looking for a Senior Customer Success Manager to own a named portfolio of enterprise accounts across North America, working closely with Account Executives, Product, Support, and cross-functional teams to protect and grow project44’s existing customer base.

In this role, you will serve as the primary strategic partner for your accounts — directly accountable for retention, expansion, and long-term customer health. You will build executive-level relationships, govern the renewal lifecycle, own escalation management, and drive measurable business outcomes.

• Own a named portfolio of enterprise accounts across North America with full accountability for gross revenue retention (GRR), net revenue retention (NRR), and account health — from renewal forecasting and risk identification through save plays and churn prevention.
• Build and execute joint success plans with each customer: translating their supply chain and logistics business objectives into a structured adoption roadmap.
• Lead structured Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to connect platform outcomes to customer business goals.
• Own escalation management for accounts in your portfolio: coordinate cross-functional resolution across Product, Engineering, and Support.
• Represent the voice of your customers internally: channel structured product feedback, competitive signals, and use-case patterns to Product and Enablement teams with context and prioritization.
• Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST), building trusted, high-value relationships with enterprise customers and internal stakeholders across time zones and cultures.

• 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role
• Experience working in SaaS companies

• Supply chain, logistics, or freight technology domain experience is a good to have
• Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes.
• Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders.
• Advanced AI fluency is a requirement for this role: hands-on proficiency with Claude and other AI tools to prepare for customer interactions, draft renewal documentation, analyze account patterns, and scale your output. The ability to direct AI effectively, evaluate outputs critically, and apply it responsibly is as important as the proficiency itself.
• Data fluency: you can pull and interpret adoption and consumption reports, build a churn or expansion narrative from behavioral signals, and present that story convincingly to both customers and internal leadership without a data analyst in the room.
• Comfortable operating across cultures and time zones; this role requires confident, clear communication with North American customers and stakeholders, including navigating ambiguity without in-person context.

• Jira
• Confluence
• Zendesk
• Salesforce
• Clari
• Observe

Diversity & Inclusion: 

We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us.

Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you.