In this Senior Customer Success Manager role, you partner with large enterprise customers to realize the full value of Kinaxis solutions and drive sustainable growth. You’ll lead governance for key accounts, champion adoption, and surface expansion opportunities in collaboration with Sales and Renewals. You’ll work cross-functionally to align product roadmaps with customer priorities and manage escalations to maintain trust. This role offers impact across global customers while shaping long-term customer success strategies.
Pay / Benefits
flexible vacation and Kinaxis Days
flexible work options
physical and mental well-being programs
virtual fitness classes
mentorship and career development
recognition programs and referral rewards
Responsibilities
Lead long-term executive partnerships and align Kinaxis solutions with strategic supply-chain objectives
Establish and maintain an account governance model with reviews, stakeholder mapping, and risk forums
Develop customized success plans with KPIs, time-to-value, and renewal readiness
Collaborate with Sales to map growth opportunities and qualify expansion leads
Create deployment and adoption plans tied to customer business drivers
Monitor usage, health, risk, and upsell signals to enable revenue growth
Coordinate cross-functional teams to improve adoption and outcomes
Communicate with executive stakeholders to maintain trusted relationships
Align customer priorities with Kinaxis product roadmap
Manage escalations with internal teams to protect customer trust
Handle light commercial activities such as license tracking to boost account value
Key requirements
Bachelor’s degree in Business, Engineering, Supply Chain Management, or related field
7+ years of experience leading Forbes Top 100 and global enterprise accounts
Proven experience in enterprise account governance and customized success plans
Proven track record in driving technology adoption and customer transformation to realize value
Experience identifying and supporting upsell, cross-sell, and next-sell opportunities in enterprises
Solid understanding of Supply Chain Management processes and best practices
Excellent communication and executive-facing presentation skills
Experience with SaaS platforms delivering business solutions
Extensive experience using Salesforce and Gainsight
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