Customer Success Manager

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.

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 preferred

• 4+ years in Customer Success, Implementation, or Account Management within a SaaS environment

• Proven ownership of the full customer lifecycle: onboarding, adoption, customer health, escalation management, and retention

• Hands-on experience with WMS, TMS, or supply chain software (required)

• Strong understanding of warehouse and logistics operations (e.g. inventory management, order fulfilment, transportation workflows)

• Ability to identify operational and technical risks, troubleshoot issues, and drive resolution with cross-functional teams

• Experience supporting complex customer environments and guiding adoption of enterprise software

• Comfortable working with both operational users (warehouse, logistics, supply chain teams) and executive stakeholders

• Strong collaboration across Product, Engineering, Support, and Sales to resolve issues and improve customer outcomes

• Ability to deliver customer-facing presentations, business reviews, and success planning discussions

• Self-sufficient, organised, and able to manage multiple customer accounts in a fast-paced environment

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

• Ability to travel up to 40 percent

• Knowledge of cloud infrastructure and cloud-based services

• 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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