Senior Customer Success Manager

Overview

Senior Customer Success Manager role at Kinaxis. This is a remote position; you can work from home and be located anywhere in Germany.

About Kinaxis: Kinaxis is a global leader in end-to-end supply chain management. We are expanding our team in Europe and around the world to support our customers and innovate in how we deliver value. Kinaxis is committed to career growth and professional development because People matter at Kinaxis.

Purpose

The Senior Customer Success Manager is responsible for driving value realization, creating renewal readiness, and ensuring the success of Kinaxis\‘ large enterprise customers. The role involves a consultative approach to program delivery, fostering 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 (e.g., 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.

What You Will Do

• Lead relationships with key customer stakeholders, understanding their organizational structure, goals, and supply chain operations to build trusted, long-term partnerships.
• Develop and maintain a governance model for large enterprise accounts to ensure consistent engagement and strategic alignment across stakeholders.
• Create customized success plans for enterprise accounts, incorporating customer business drivers into 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 growth.
• Identify Upsell and Next-Sell opportunities by leveraging insights into customer business units 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, internal and external, to build and maintain strong relationships.
• Align customer priorities with Kinaxis product roadmap to meet current and future needs.
• Define and track customer-specific KPIs, providing guidance, risk mitigation strategies, and actionable insights.
• Manage escalations by coordinating with internal teams to develop effective solutions that maintain trust and satisfaction.

What We Are Looking For

• Bachelor’s degree in Business, Engineering, Supply Chain Management, or 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.
• Ability to develop governance models and customized success plans for global enterprise accounts.
• Proven success in driving technology adoption and customer business transformation for sustained value realization.
• Experience supporting Next-Sell, upsell, and cross-sell opportunities in enterprise or global accounts.
• Solid understanding of Supply Chain Management processes, systems, and best practices.
• Excellent written and verbal communication skills with experience presenting to executives.
• Experience with SaaS platforms to deliver business solutions.
• Extensive experience with Salesforce (SFDC) and Gainsight to manage customer relationships and drive proactive engagement.
• PMP Certification considered an asset.
• Ability to travel up to 20% to global client sites and events as required.

Benefits and Culture

Work with impact: Kinaxis platforms help power the world’s supply chains. Work with Fortune 500 brands and diverse industries. Kinaxis supports a range of benefits and programs focused on flexible work options, wellbeing, career development, recognition, and community involvement.

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental wellbeing programs
• Regular virtual fitness classes
• Mentorship programs and career development
• Recognition programs and referral rewards
• Hackathons

Additional Information

For more information, visit the Kinaxis website or blog. Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility during recruitment. If you require an accommodation, contact recruitmentprograms@kinaxis.com. AI is used in the initial screening step to match resumes to the job description; final hiring decisions are made by our human recruitment team.