Senior Customer Success Manager

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it's really our people who give us passion to always seek ways to do things better. As such, we're serious about your career growth and professional development, because People matter at Kinaxis.

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Europe and around the world as we continue to innovate and revolutionize how we support our customers.

Our regional offices serve as centralized hubs where employees and customers from across Europe and the UK can come together to work towards solving some of the biggest challenges facing supply chains.

Location

This is a remote position. You can work from home and be located anywhere in the UK.

The Senior Customer Success Manager is responsible for driving value realization, creating renewal readiness, and ensuring the success of Kinaxis' large enterprise customers. This role involves leading a consultative approach to program delivery, fostering strong relationships with internal and customer executive stakeholders, and advocating for customer needs to maximize the value of Kinaxis solutions. In addition to monitoring customer health and facilitating adoption, the Senior CSM will take on light commercial responsibilities, such as managing licenses, user scenarios, and solution usage. This role works closely with Sales to identify and hand over upsell, cross-sell, and Next-Sell opportunities while aligning solutions with customer business objectives.

• Lead relationships with key customer stakeholders, gaining a deep understanding of their organizational structures, strategic goals, and supply chain operations while building trusted, long-term partnerships.
• Develop and maintain a governance model for large enterprise accounts, ensuring consistent engagement and strategic alignment across all stakeholders.
• Create customized success plans for enterprise accounts, ensuring customer business drivers are incorporated into solution deployment, adoption and renewal readiness strategies.
• Partner with Sales to contribute to account plans, identify growth opportunities, and support customer success initiatives.
• Handle light commercial responsibilities, such as tracking licenses, users, and scenarios, to enhance account value and contribute to growth.
• Assist in identifying Upsell and Next-Sell opportunities by leveraging insights into customer business units, subsidiaries, and supply chain operations.
• Lead cross-functional teams to develop and execute strategies that optimize customer success and business outcomes.
• Regularly communicate with executive stakeholders, both internal and external, to build and maintain strong, trusted relationships.
• Align customer business priorities with Kinaxis' product roadmap, ensuring solutions meet both current and future needs.
• Define and track customer-specific KPIs, providing ongoing guidance, risk mitigation strategies and actionable insights to inform decision-making.
• Manage escalations by coordinating with internal teams to develop effective solutions that maintain customer trust and satisfaction.

• Bachelor's degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree preferred.
• 7+ years of experience leading Forbes Top 100 and global accounts, with a proven track record of leading cross-functional teams to drive customer success.
• Demonstrated ability to develop governance models and customized success plans for global enterprise accounts.
• Proven success in driving technology adoption and customer business transformation to ensure sustained value realization.
• Success in supporting Next-Sell, upsell, and cross-sell opportunities, ideally within enterprise or global accounts.
• Solid understanding of Supply Chain Management, including knowledge of processes, systems, and operational best practices.
• Excellent written and verbal communication skills, with a proven ability to deliver impactful presentations and effectively engage with executive-level stakeholders.
• Experience working with SaaS platforms to deliver business solutions.
• Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health, and drive proactive engagement.
• Project Management Professional (PMP) Certification considered an asset.
• Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required.