[Hiring] Senior Customer Success Manager @Conexiom

Role Description

We're looking for a CSM who owns their book of business proactively from health, retention, and growth who acts as a strategic advisor to their accounts, not just an administrator of them.

We're hiring someone who is driven to accelerate and expand the value a customer gets, builds the executive relationships that make renewal a non-event, and creates the conditions for growth that Sales then closes.

Responsibilities

• Own the Relationship:
  • Build and maintain trusted relationships with key stakeholders in each account, including executive sponsors.
  • Guide customers through platform and product changes, ensuring continuity of value and proactive communication ahead of change.
• Own the Outcome:
  • Own the health, retention, and renewal outcome for your portfolio.
  • Proactively identify changes in adoption, risk and value realization, and execute success/triage plans for every account.
  • Drive a proactive touchpoint cadence across the portfolio.
  • Identify and resolve customer-raised issues and friction points before they escalate.
  • Lead structured business reviews that translate usage data into an ROI narrative and specific recommendations.
• Drive the Engine:
  • Identify expansion signals through usage patterns and business reviews.
  • Advance qualified expansion opportunities to Sales for close.
• Be the Voice of the Customer:
  • Surface adoption themes and feedback patterns to the leadership and Product teams.
  • Coordinate cross-functionally with Sales, Product & Engineering, Support & Professional Services, and Marketing.

Qualifications

• Proven ability to independently manage a portfolio of customers including enterprise, mid-market and commercial sized accounts.
• Demonstrated experience building and owning relationships with senior/executive stakeholders.
• Demonstrated track record of proactively catching and resolving churn risk.
• Experience translating account or usage data into a business-value narrative.
• Experience building a qualified expansion opportunity and handing it off cleanly to a sales process.
• Strong cross-functional operating skills.
• Technical fluency: able to learn new software quickly and explain it simply to non-technical stakeholders.
• Knowledge of CRM, project, or customer success/data management tools.

Requirements

• Experience building account or success plans within a formal health-scoring or lifecycle framework (e.g., Gainsight, Totango, Catalyst).
• Experience supporting customers through platform migrations, product re-architecture, or AI/automation adoption.
• Direct experience partnering with Product and Engineering teams on feedback loops and roadmap input.
• Prior experience in Manufacturing, Distribution, Logistics, ERP, EDI, RPA, Document Automation, Workflow, or Supply Chain software.
• Background scaling proactive CS processes in a growing SaaS organization.

Benefits

• Impactful Work: Actively changing how manufacturers and distributors operate at scale.
• Real Growth, Not Just a Title: Opportunities you create here are yours to own.
• A Culture That Actually Includes You: Committed to building an inclusive culture.

Company Description

Conexiom is an equal opportunity employer. We believe the best teams are built from diverse perspectives, backgrounds, and experiences — and we're committed to creating an environment where everyone can do their best work.

If you require accommodations at any point during the recruitment process, please reach out to our People team at [email protected]. We're happy to help.