Customer Success Manager NA WMS

If you are looking for a meaningful career where people work and act with passion, rethink the existing and always strive to find the best solution - you have come to the right place. We develop future technologies to relentlessly make supply chains better. 

We are a leader in supply chain software solutions, helping organizations streamline operations, reduce costs, and improve efficiency.

As a Customer Success Manager at Infios, you will play a key role in helping supply chain, warehouse, and transportation customers achieve measurable value from our platform. You bring strong communication, organization, and relationship-building skills that allow you to deliver a smooth and effective customer experience. Your ability to identify risks and opportunities, combined with a strong understanding of supply chain operations and enterprise SaaS, helps customers optimize their use of Infios while strengthening long-term partnerships.

Your background includes hands-on experience with enterprise software in areas such as WMS, TMS, logistics technology, or supply chain SaaS. You use this knowledge to guide customers through complex workflows, drive adoption, and build confidence in the Infios product. You stay informed about new technologies, industry trends, and platform enhancements to ensure that your customers receive the highest level of support and value.

What a day in the life looks like:

• Engage directly with your assigned supply chain, warehouse, or transportation customers to understand operational challenges and identify opportunities to improve efficiency

• Build trust and establish yourself as a subject matter expert throughout the customer journey

• Work across the Infios organization to understand who to involve for specific customer needs, including Product, Engineering, Support, Operations, and Sales

• Track and review customer KPIs so you can adapt strategies that support customer satisfaction and prevent escalations

• Serve as the primary point of contact for customer leadership during normal operations and escalation situations to ensure quick and accurate resolution

• Support Infios Executives in both internal and customer engagements, including product reviews and strategic discussions

• Understand the role of partners, integrators, and third-party systems involved in delivering Infios solutions

• Deliver remote and on-site presentations, product walkthroughs, and operational reviews for users, managers, and executives

• Proactively identify risks in customer environments and implement scalable approaches to prevent issues that could impact operations

• Collaborate with Product Development, Engineering, Operations, Sales, Customer Support, and Product Management to identify and resolve production risks

• Build and maintain formal Success Plans for each key customer, outlining goals, milestones, and expected outcomes

• Ensure that key points and messages delivered to customers are consistent across the Infios team and aligned with organizational requirements

What you bring to the team

• BS or BA in a technical, business, supply chain, or logistics-related field

• At least 4 years in a customer-facing role such as Customer Success, Support, Implementation, Consulting, or Account Management

• Experience working with enterprise SaaS solutions in supply chain, logistics, WMS, TMS, or a related space

• Strong skills in risk identification, issue resolution, and customer relationship management

• Excellent communication, analytical, and problem-solving skills

• Ability to handle ambiguous situations while maintaining a high level of customer satisfaction

• Ability to work effectively with internal and external stakeholders

• Experience collaborating with cross-functional teams to resolve complex issues under time pressure

• Ability to work independently while also functioning as a collaborative member of the Infios organization

• Demonstrated leadership abilities and confidence engaging with customer executives

• Fluency in English

• Ability to travel up to 40 percent

Preferred qualifications

• Experience with SaaS products that support supply chain, logistics, WMS, or TMS environments

• Knowledge of cloud infrastructure and cloud-based services

• Exposure to supply chain operations, warehouse workflows, transportation processes, or distribution environments

• Experience with platforms such as ServiceNow, Moogsoft, Datadog, or LogicMonitor

Compensation

Base salary: 105,000.00 USD
This range is indicative of the role. Final compensation is determined based on business and market conditions, and internal pay parity.

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