Customer Success Manager - SaaS at Datex Inc.

Clearwater, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jan, 26

Salary

130000.0

Posted On

03 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Logistics, Supply Chain, Communication, Project Management, Revenue Growth, Cross-Functional Collaboration, Business Reviews, Customer Metrics, Customer Relationships, WMS, Upselling, Cross-Selling, Renewal, Expansion

Industry

IT Services and IT Consulting

Description

The Customer Success Manager (CSM) plays a critical role in driving customer satisfaction, retention, and growth. This role requires a unique blend of account management and revenue responsibility experience, logistics and supply chain knowledge, communication, and project management skills. The CSM serves as both a strategic advisor and hands-on partner to our customers, ensuring successful adoption and utilization of our Warehouse Management System (WMS). To be successful in this role, candidates must be located in the United States. Essential Duties Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction. Drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities. Understand customer operations and logistics workflows to provide relevant guidance and support. Coordinating amongst cross-functional teams and timelines. Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas. Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores. Escalate and prioritize execution of work, including customer communications when necessary. Collaborate with Sales, Product, and Support teams to ensure a unified customer experience. Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc. Knowledge, Skills, and Abilities Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction. Drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities. Understand customer operations and logistics workflows to provide relevant guidance and support. Coordinating amongst cross-functional teams and timelines. Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas. Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores. Escalate and prioritize execution of work, including customer communications when necessary. Collaborate with Sales, Product, and Support teams to ensure a unified customer experience. Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc. Travel required - 25% This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job. Education Bachelor’s degree in Business, Logistics/Supply Chain Management, or related field. Experience 7+ years of experience in customer success, account management, or implementation related roles. Experience working with logistics, supply chain, 3PL, or warehouse operations. Proven track record of directly being responsible for and managing customer relationships via an assigned portfolio and driving revenue growth. Experience leading cross-functional projects and managing timelines. Preferred Qualifications Experience with Tier 1 or 2 WMS or similar systems. Advanced knowledge of logistics and warehouse operations. Leadership experience in mentoring or coaching team members. Not only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace! Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances. Medical, Vision, Dental and Life/Disability Insurance available Paid Time Off and Paid Holidays 401K Supportive leadership environment Salary range: $100k to $130k base plus bonus opportunities, depending on many factors including experience, skill set, and more.

Responsibilities

The Customer Success Manager serves as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction. They drive revenue growth through upselling, cross-selling, and renewal opportunities while collaborating with cross-functional teams.