[Remote] Lead Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers. The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers, managing IT project milestones and ensuring customer satisfaction through effective operations and business development efforts.
Responsibilities
- Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenue
- Establishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and schedule
- Conferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problems
- Conducting business analysis on process mapping and advising customers on IT products/platform configurations
- Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platform
- Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rules
- Managing enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production Monitoring
- Ensuring interoperability and data consistency across modules during deployment
- Serving as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issues
- Defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
- Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processes
Skills
- Bachelor's degree or equivalent in Business Administration, Economics, or a related field
- Two (2) years of experience in a related occupation
- 24 months of experience with managing and measuring success of information technology projects, including return-on-investment (ROI)
- 24 months of experience with driving business development efforts for information technology products, using Salesforce, B2B, and SaaS
- 24 months of experience with defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders
- 24 months of experience with conducting business analysis on process mapping and advising customers on IT products/platform configurations
- 24 months of experience utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform
Benefits
- Health
- Dental
- Vision
- 401(k) retirement plan
- Commuting benefits
- Employee referral bonuses
- Unlimited Annual Leave
- Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.
- Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.
- Grow with us: We're invested in your personal and professional development.
- Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.
- Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.
- Celebrate together:Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.
Company Overview