Job Description

Senior Customer Success Manager – Americas Region

As a Senior Customer Success Manager for the Americas region, you will be responsible for building and maintaining strategic relationships with major accounts, driving business growth. Your focus will be to ensure high levels of client satisfaction, foster long-term partnerships, and expand business opportunities. This role requires an onsite presence at the client’s location to engage with key stakeholders, including Senior Business Users, Legal, Procurement, IT, and other relevant departments.

Key Responsibilities

Strategic Relationship Management

• Establish and nurture long-term relationships with key accounts, ensuring a deep understanding of client needs and aligning our solutions with their business objectives.

Business Development

• Identify and capitalize on new business opportunities and ad-hoc projects, driving revenue growth and achieving sales targets for the account.

Client Onboarding & Implementation

• Oversee seamless client onboarding and successful implementation of value-added services, ensuring a smooth transition and high customer engagement.

Customer Retention & Expansion

• Develop and execute strategies to enhance customer satisfaction, retention, and loyalty by proactively addressing concerns and providing tailored solutions.

Performance Tracking & Reporting

• Monitor and analyze key performance metrics, offering actionable insights and recommendations for continuous improvement.

Onsite Client Engagement

• Maintain a strong onsite presence at client locations, fostering in-person relationships, addressing real-time issues, and identifying opportunities for enhanced collaboration.

Industry Expertise & Advisory

• Leverage deep knowledge of the Cargo Logistics industry , particularly Air Cargo, Ground Handling, and Freight Forwarding , to provide strategic guidance and drive digital transformation.

Required Qualifications

Experience

• 5-10 years in Customer Success, Business Development, or Account Management.
• Experience in Air Cargo, Ground Handling, or Freight Forwarding is preferred.
• Additional expertise in the SaaS technology sector or with a relevant vendor is a plus.

Industry Knowledge

• Strong understanding of the Cargo Logistics industry in the Americas region, with insights into market trends, regulatory requirements, and operational challenges.

Client Relationship Management

• Proven success in managing and expanding enterprise-level client relationships.

Sales & Business Acumen

• Ability to identify new business opportunities and drive revenue growth through consultative selling.

Leadership & Team Management

• Experience leading and mentoring cross-functional teams.

Communication Skills

• Excellent verbal and written communication skills, with the ability to engage effectively with stakeholders at all levels.

Problem-Solving

• Strong analytical and decision-making abilities, with a proactive approach to resolving client challenges.

Education

• Bachelor’s degree in Business Administration, Logistics, or a related field.
• A Master’s degree is an advantage.

Certifications

• Relevant certifications in Customer Success, Account Management, or Business Development are desirable.

KPI Deliverables

Revenue Target Achievement

• Consistently meet or exceed set revenue and business growth targets.

Client Satisfaction (CSAT) Score

• Maintain high customer satisfaction through proactive engagement and service excellence.

Customer Lifetime Value (CLV)

• Maximize long-term value and retention of key accounts.

Growth in Monthly Recurring Revenue (MRR)

• Increase revenue from existing accounts through upselling and cross-selling strategies .

Customer Success Qualified Leads (CSQLs)

• Generate new business opportunities through proactive client engagement and relationship management.

Preferred Qualifications

• Experience working with large enterprises in the Americas region.
• Proven ability to drive business growth and client success in a competitive market.
• Ability to thrive in a fast-paced, dynamic environment .
• Strong leadership capabilities, with a track record of mentoring junior team members.
• Self-motivated with a results-driven approach .

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