Customer Success Manager

Role Overview:
We are looking for a Customer Success Manager who will guide enterprise customers through the entire lifecycle—from pre-sales support and onboarding to ongoing value realization and strategic advisory. This role is pivotal in driving customer satisfaction, growth, and retention by delivering best-in-class service, ensuring measurable ROI, and identifying expansion opportunities. You will work cross-functionally with Sales, Product, Marketing, and Operations teams to demonstrate product capabilities, map solutions to customer use cases, and facilitate continuous operational improvements.

You will be measured on Value Realization, Net Promoter Score (NPS), Churn, Net Revenue Retention (NRR), and Bookings Influence.

Key Responsibilities:
1. Pre-Sales Support & Technical Demonstrations
- Responsibility: Provide tailored demos that highlight the solution’s capabilities for potential customers.
- Description: Map product features to specific customer pain points and business objectives.
- Best Practice: Complement on-site demonstrations with software or video-based demos to engage various stakeholder levels. Emphasize business value and ROI throughout demos.

2. Use Case Education
- Responsibility: Guide prospective and existing customers on the most relevant use cases for their operations.
- Description: Position value-first scenarios that address operational challenges and drive measurable benefits.
- Best Practice: Focus on customer-specific outcomes and success metrics. Use real-world examples and data to illustrate ROI.

3. System Sizing & Value Identification
- Responsibility: Assess warehouse/storage requirements and quantify the potential benefits/savings of the solution.
- Description: Work with real operational data to accurately determine sizing, scope, and solution fit.
- Best Practice: Use a collaborative approach to build ongoing ROI scoreboards. Keep financial and operational metrics front and center during the sales and implementation process.

4. Onboarding & User Adoption
- Responsibility: Drive successful deployment and ensure that end-users fully adopt the solution.
- Description: Oversee training sessions, support channels, and role-based instruction to empower champions.
- Best Practice: Develop “champion networks” within customer organizations. Conduct regular check-ins to monitor usage, address challenges, and celebrate milestones.

5. Program Management & Value Realization
- Responsibility: Own post-sales program management, from project kickoff to measurable ROI delivery.
- Description: Coordinate project milestones, track stakeholder engagement, and report on key deliverables.
- Best Practice: Use agile sprints to ensure continuous progress and transparency. Co-develop success scorecards with customers to track ROI and value realization.

6. Advisory & Expansion Education
- Responsibility: Provide strategic guidance, identify new growth opportunities, and drive account expansion.
- Description: Deliver data-backed recommendations for upselling and cross-selling based on customer performance and benchmarks.
- Best Practice: Facilitate quarterly business reviews (QBRs) to realign goals and introduce transformative ideas. Share industry best practices, benchmarking data, and proven operational methods.

7. Warehouse Optimization & Transformation
- Responsibility: Advise on both tactical improvements (e.g., layout, picking paths) and holistic warehouse transformation (people, process, technology).
- Description: Utilize benchmarks and industry standards to help customers optimize operations and plan for future needs.
- Best Practice: Engage in continuous improvement workshops and strategic roadmap sessions. Incorporate change management principles to ensure successful adoption of new processes.

8. Metrics & Reporting
- Responsibility: Monitor and report on key performance indicators—Value Realization, NPS, Churn, NRR, and Bookings Influence.
- Description: Maintain accurate and transparent reporting to internal teams and customer stakeholders.
- Best Practice: Leverage CRM and customer success platforms for automated reporting. Run regular stakeholder meetings to discuss results, gather feedback, and adjust strategies.

Your Experience:

• 5–8+ years of experience in Customer Success, Account Management, or a related customer-facing role (ideally in SaaS, supply chain, logistics, or warehouse management solutions).

• Track record of driving measurable ROI and building long-term customer relationships.

• Excellent presentation and communication skills, with the ability to conduct engaging demos and workshops.

• Strong project management skills, including experience with agile methodologies and stakeholder coordination.

• Data-driven mindset, comfortable discussing KPIs, ROI, and TCO with both technical and executive audiences.

• Experience with CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot).

• Strategic thinking coupled with hands-on execution—capable of zooming out for big-picture advisory and zooming in for tactical problem-solving.

• Bachelor’s degree in Business, Operations Management, Supply Chain, or related field (or equivalent experience).

Why Verity?

• A great engineering culture, including flat hierarchies, an open-door policy, and a focus on joint responsibility and mutual trust and support
• Working with a skilled, high-achieving, experienced, and fun team—with lots of opportunities to develop your professional career and grow with the company
• Flexibility of a hybrid work environment. You can arrange start and finish times around your life (picking up kids, walking the dog, training for your next marathon at lunch)
• 25 days of annual leave, employee stock ownership plan (conditions apply), variety of pension plans, and relocation packages
• A buddy will support you during your on-boarding and first month at Verity.
• Annual team-building events, quarterly and monthly get-togethers, knowledge-sharing talks, game nights, and more
• Welcoming office space complete with friendly team members, free snacks (fresh fruits, coffee, and more!), and fun activities—we’re dog-friendly!

Learn more about who we are, what we do, and how we think at www.verity.net

We strive to create an inclusive environment that empowers our employees. All qualified applications will receive consideration for employment without regard to race, nationality, religion, sexual orientation, gender, age, physical [dis]ability, gender identity or length of time spent unemployed.