Supply Wisdom

Customer Success Manager

Supply Wisdom

full-time

Posted on:

Location Type: Remote

Location: Ireland

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About the role

  • Serve as the primary point of contact and trusted advisor for assigned customer accounts, owning overall account health, renewals, retention, and growth.
  • Understand customer business strategy and risk management posture, and lead customers through all phases of implementation using the Supply Wisdom Customer Success methodology.
  • Build strong, long-term customer relationships to drive advocacy, satisfaction, and measurable outcomes.
  • Drive product adoption and long-term value realization by proactively analyzing usage, feature adoption, and customer behavior to identify opportunities and risks.
  • Develop and execute end-to-end customer engagement strategies, identifying white space and expansion opportunities.
  • Collaborate cross-functionally to ensure seamless communication, timely issue resolution, and alignment on customer needs.
  • Prepare and deliver customer-facing and internal presentations, reports, and insights to ensure stakeholder alignment.
  • Advocate for customers internally by synthesizing feedback, recommending product or process improvements, and influencing outcomes.
  • Monitor key performance metrics, including renewals, NPS, adoption, and sales performance, and drive timely interventions as needed.

Requirements

  • 5+ years B2B customer support or account management experience, preferably in Third party Risk Management, supply chain or vendor management, Procurement, Technology/SaaS solutions company.
  • A strong background in building and maintaining relationships with key business clients
  • In-depth knowledge of client relationship management strategies
  • Superb interpersonal, communication, and collaboration skills
  • Great problem-solving and analytical abilities
  • Excellent organizational and time management skills
  • Strong negotiation skills with a problem-solving attitude
  • Hands on experience with CRM software and Account Management systems
  • Good understanding of NPS model.
Benefits
  • Health Insurance: Comprehensive health and accident coverage for peace of mind.
  • WFH Budget: Get equipped with a budget for your home office setup - whether it's a standing desk or cool gadgets, you're covered.
  • Quarterly Team Fun: Enjoy team lunches and bonding activities every quarter.
  • Personal Development: We support your growth with sponsorships for courses, conferences, and books.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B customer supportaccount managementclient relationship managementproblem-solvinganalytical abilitiesorganizational skillstime managementnegotiation skillsNPS model
Soft Skills
interpersonal skillscommunication skillscollaboration skills