CHEP

Customer Success Manager

CHEP

full-time

Posted on:

Location Type: Hybrid

Location: Orlando • Florida • United States

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About the role

  • Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
  • Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
  • Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
  • Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
  • Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
  • Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
  • Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.
  • Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.

Requirements

  • Bachelor’s degree in a relevant field or equivalent experience
  • Certifications in Change Management or Customer Experience
  • Client Relationship Management : Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.
  • Problem-Solving & Issue Resolution : Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.
  • Industry Knowledge : Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.
  • Project Management : Ability to coordinate tasks, timelines, and goals for customer-related projects.
  • Technical Skills : Proficient with SaaS platforms and data analysis tools.
  • Soft Skills : Strong communication, active listening, empathy, and conflict resolution capabilities.
  • Upselling & Renewal : Proven ability to identify and support upsell and cross-sell opportunities.
Benefits
  • Hybrid Work Model 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score
Applicant Tracking System Keywords

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Hard Skills & Tools
Change ManagementCustomer ExperienceProblem-SolvingIssue ResolutionProject ManagementData AnalysisSaaS
Soft Skills
CommunicationActive ListeningEmpathyConflict Resolution
Certifications
Change Management CertificationCustomer Experience Certification