Senior Customer Success Manager

at  E2open

E2open is the connected supply chain platform that enables the world’s largest companies to transform the way they make, move, and sell goods and services. We connect more than 400,000 partners as one multi-enterprise network. Powered by the network, data, and applications, our SaaS platform anticipates disruptions and opportunities to help companies improve efficiency, reduce waste, and operate sustainably. Our employees around the world are focused on delivering enduring value for our clients.

LOCATION: UNITED KINGDOM (REMOTE)

E2open are seeking a Senior Customer Success Manager to join our dynamic Client Experience team. In this strategic, relationship-driven role, you’ll manage our most impactful and high-revenue accounts, ensuring clients see value and achieve success with e2open’s solutions. You’ll collaborate across teams - from business unit presidents to technical account managers - to create an exceptional customer experience. This role directly influences customer retention, loyalty and growth for some of our largest and most strategic accounts.

QUALIFICATIONS & EXPERIENCE

• Education: Bachelor’s degree desirable; post-graduate education or relevant certifications in Science, IT, or Supply Chain Management preferred.
• Experience: 8–10+ years of experience in customer success or account management roles, ideally working with strategic or enterprise-level accounts.
• Communication Skills: Excellent verbal and written communication skills in English; capable of engaging and influencing senior stakeholders across channels including Teams, Zoom, and in person.
• Leadership & Problem-Solving: Proven ability to lead and influence cross-functional teams. A “can-do” attitude with strong skills in problem-solving, managing competing priorities, and leading without authority.
• Data-Driven Decision Making: Demonstrated ability to leverage data, metrics, and analytics to drive customer success outcomes and inform business strategy.
• Customer-Focused Relationship Building: Skilled in building and nurturing strategic customer relationships and managing multiple high-priority cases, with a strong focus on customer satisfaction and growth.
• Adaptability: Comfortable working in diverse environments—remote, in-office, or customer-site—and handling “hot” customer issues with urgency and grace.
• Software Proficiency: Strong working knowledge of Microsoft Office (Excel, Word, Outlook, PowerPoint, Teams), CRM platforms like Salesforce, and reporting tools like QlikSense.
• Analytics & Reporting: Familiarity with data analysis tools to monitor trends and proactively improve customer success strategies.

• Strategic Account Management: Act as a senior advisor, partnering with C-level and executive stakeholders at both e2open and assigned accounts. Ensure customer value and account health, helping customers realize their goals and ROI with e2open’s solutions.
• Solution Expertise: Develop deep knowledge of e2open’s solutions within logistics, global trade management, and supply chain, and map these to the customer’s key business use cases.
• Customer Success Measurement: Track, analyse, and report on key performance indicators and Net Revenue Retention. Drive adoption, monitor usage, and proactively identify risks.
• Continuous Improvement: Use data-driven insights to identify trends, optimize processes, and continuously improve the customer experience. Advocate for customers internally, making e2open an easy partner to do business with.
• Value-Added Advisory: Share best practices and thought leadership with clients, positioning yourself as a trusted partner in their success journey.
• Risk & Issue Management: Quickly assess the potential business impact of service interruptions. Navigate challenging situations with expert escalation and relationship management skills.
• Revenue Growth: Identify upsell and cross-sell opportunities, collaborating with Account Directors and Sales Leaders to drive expansion within accounts.
• Customer Advocacy & Referenceability: Foster customer loyalty and advocacy, ensuring assigned accounts are strong brand references for e2open.