Customer Success Manager

Summary

SWARM is an AI-powered optimization platform that automates complex operational decisions across supply chain, workforce, production, and logistics. The Customer Success Manager will manage enterprise customer relationships, drive adoption and revenue expansion, oversee retention and renewals, conduct executive business reviews, and advocate for customer needs internally.

Responsibilities

• **Account Strategy**: Own and manage long-term relationships with a portfolio of key enterprise accounts
• **Revenue Expansion**: Drive organic revenue growth by identifying, qualifying, and working with Sales on closing upsell and cross-sell opportunities
• **Retention & Renewals**: Monitor customer health metrics and proactively manage the contract renewal cycle to minimize churn
• **Adoption Tracking**: Ensure customers are realizing maximum ROI from the SWARM platform
• **Strategic Alignment**: Conduct regular Business Reviews (QBRs) with customer executives to align SWARM’s roadmap with their evolving operational needs
• **Internal Advocacy**: Synthesize customer feedback to help our Product and Engineering teams shape future feature development

Skills

• 4+ years of post-sales enterprise account management, customer success, or relationship-focused sales in B2B SaaS
• Proven success in deeply understanding customers, customer health and related metrics, identification of and execution on expansion/upsell opportunities, and maintaining high Net Revenue Retention (NRR) rates
• Exceptional listening and discovery skills, with a knack for turning technical discussions into business growth opportunities
• Masterful presentation skills, comfortable navigating complex corporate hierarchies and speaking with C-suite stakeholders
• Empathetic, highly organized, and capable of managing multiple moving parts in a fully remote environment
• Background in logistics, agrifood, supply chain, or industrial sectors is highly preferred

Qualifications

Must Haves

• 4+ years of post-sales enterprise account management, customer success, or relationship-focused sales in B2B SaaS
• Proven success in deeply understanding customers, customer health and related metrics, identification of and execution on expansion/upsell opportunities, and maintaining high Net Revenue Retention (NRR) rates
• Exceptional listening and discovery skills, with a knack for turning technical discussions into business growth opportunities
• Masterful presentation skills, comfortable navigating complex corporate hierarchies and speaking with C-suite stakeholders
• Empathetic, highly organized, and capable of managing multiple moving parts in a fully remote environment

Nice to Haves

• Background in logistics, agrifood, supply chain, or industrial sectors is highly preferred

Benefits

• Commissions
• Performance bonuses
• Equity
• Fully remote work arrangement