Senior Customer Success Manager

Overview

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
• PMP certification considered an asset
• Ability to travel up to 20%

• excellent communication
• ability to engage with executive stakeholders
• cross-functional collaboration
• Salesforce (SFDC)
• Gainsight
• SaaS platform experience

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