project44

Customer Success Manager

project44 • $90K — $130K *
Chicago, IL 60629In-Person
Business Services
5 - 7 years of experience
2 months ago
Job Overview by Ladders

Qualifications

  • 7+ years of customer-facing experience
  • Comfort engaging with users from daily operators to C-suite executives
  • Strong business acumen for diagnosing challenges and planning success
  • Growth mindset evident in daily performance
  • Exceptional communication skills for diverse mediums
  • Critical thinker with a passion for improvement
  • Solid project management abilities
  • Experience with Fortune 500 customer relationships

Responsibilities

  • Serve as the primary contact for a designated portfolio of accounts
  • Ensure customers receive value from project44 products and services
  • Conduct regular touchpoints with users and leadership to drive value
  • Monitor customer health metrics and proactively address engagement issues
  • Cultivate a deep understanding of customer business priorities
  • Oversee retention and growth initiatives for the account portfolio
  • Facilitate Executive Business Reviews with a cross-functional team

Benefits

  • Diverse and inclusive company culture
  • Opportunities for growth and career development
  • Focus on employee authenticity and support in the workplace
  • Company commitment to elevating underrepresented voices
  • Flexible hiring process that encourages diverse applicants
Full Job Description
Key Accountabilities
  • The Customer Success Manager (Sr. Manager/Principal) will serve as the primary interface between project44 and a designated portfolio of accounts
  • Your core responsibility is to ensure our customers receive value through adoption of our products and services
  • You will succeed in the role by executing the following activities, but not limited to...
    • Execute regular touchpoints with daily users and senior leadership aimed at monitoring and delivering value-driven initiatives
    • Proactive management of customer health metrics and overcoming engagement obstacles as they emerge
    • Intimate understanding of our customer's strategic business priorities to ensure continued and expanding partnership
    • Maintain a deep familiarity of project44's offering, resources and product development
  • You will be responsible for delivering business outcomes related to the growth and retention of your assigned portfolio
  • Closely monitor contract renewal forecasts and collaborate cross functionally with your sales counterparts to ensure timely and full renewal
  • Uncover, develop, and maintain account expansion opportunities
  • This position will be evaluated on the achievement of critical business outcomes of your portfolio, not limited to...
    • Contract renewal
    • User adoption and value realization performance
    • Portfolio growth
  • You will coordinate, prepare and deliver best-in-class Executive Business Reviews on a regular basis while engaging a broad cross-functional team
  • Develop detailed, accurate annual forecasts for portfolio revenue
  • Establish relationships with leadership across sales, services, product, channel, and support leadership to ensure cross-functional alignment at scale
  • Deliver against Key Performance Indicators (KPI) as aligned to V2MOM and Executive Charter
  • Partner with Sales Executive and Leadership to ensure process, reporting and execution align to meet customer's needs
  • Support a culture that encourages and motivates members to achieve their maximum
  • Build strong operational rigor around goal setting, measurement, and accountability

Requirements
  • 7+ years of progressive customer facing experience
  • History of demonstrated comfort engaging a wide spectrum of customer personas from daily users to C-suite
  • Possess a business acumen capable of delivering independent business challenge diagnosis, success planning and cross-functional mobilization
  • Embodiment of a growth mindset in all aspects of your daily performance
  • Executive-ready communication skills in a variety of mediums (virtual/in-person) and the ability to handle interactive customer-facing engagements aimed at conveying value in the present and future state
  • High degree of intellectual curiosity and inquisitive nature - you are a critical thinker who is always looking for a way to make things work better
  • Strong project management skills - you keep all the moving pieces organized and on time
  • A deep passion for peer leadership and delivering results with a cross-functional team
  • Ability to understand complex business goals and deliver creatively impactful solutions
  • Prior experience supporting Fortune 500 customer relationships/accounts

Preferred Skills
  • 10+ years in performance consulting, supply chain SaaS, or senior level customer success experience with a complex SaaS/technology solution
  • Experience making data driven decisions and ability to pivot as priorities change
  • High degree of competency and comfort in ambiguous and autonomous work environments
  • Familiarity with various tools such as Microsoft office suite, Salesforce, Tableau
  • 4-year degree required; advanced degree preferred

About project44

project44 is a logistics technology company that provides cloud-based transportation management solutions. The company's platform provides real-time visibility into the transportation supply chain, enabling shippers, carriers, and logistics service providers to improve operational efficiency, reduce costs, and enhance customer satisfaction. project44's solutions include carrier onboarding, real-time tracking, predictive analytics, and automated freight invoice auditing. The company serves customers in various industries, including retail, manufacturing, and healthcare.
Learn more about project44
Size
500 employees
Industry
Information Technology
Founded
2014
* Ladders Estimates

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