Customer Success Manager - WMS Software

BEFORE APPLYING, PLEASE NOTE:It is important that you read and understand the qualifications Only candidates with direct and applicable experience will be consideredSpecific Warehouse Management Software (WMS) or related experience is mandatory This role is remote-hybrid as you may travel frequently as directed/neededThe Customer Success Manager (CSM) plays a critical role in driving customer satisfaction, retention, and growth. This role requires a unique blend of account management and revenue responsibility experience, logistics and supply chain knowledge, communication, and project management skills. The CSM serves as both a strategic advisor and hands-on partner to our customers, ensuring successful adoption and utilization of our Warehouse Management System (WMS). The position also carries a revenue quota for year over year growth of the assigned portfolio.Candidates must be located in the United States.Essential Job FunctionsServe as the primary point of contact for assigned customers, managing relationships and ensuring satisfactionIdentify and drive revenue growth through upselling, cross-selling, renewal, and expansion opportunitiesAbility to understand customer supply chain operations and logistics workflows to provide relevant guidance and supportCoordinating amongst cross-functional teams and timelinesConduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areasTrack and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scoresEscalate and prioritize execution of work, including customer communications when necessaryAbility to facilitate and manage cross-functional collaboration efforts with Sales, Product, Technology, and Support teams to ensure a unified customer experienceSupport various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc. Knowledge, Skills, And AbilitiesStrong understanding of WMS, ERP or similar systems and supply chain processesExcellent communication and interpersonal skillsAbility to manage multiple projects and priorities effectivelyEmpathy, resilience, and a proactive mindset in managing customer relationshipsProficiency in CRM, back office, and project management toolsThis job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job.RequirementsEducationBachelor's degree in Business, Supply Chain Management, or related fieldExperience7+ years of experience in customer success, account management, or implementation related rolesDirect Supply Chain/Logistics experience obtained via working within the logistics, supply chain, 3PL, or warehouse industryProven track record of directly being responsible for and managing customer relationships via an assigned portfolio and driving revenue growth against a quotaExperience leading cross-functional projects and managing timelinesNot only does Datex Inc. accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. Datex is proud to be an equal opportunity workplace!Datex will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.BenefitsMedical, Vision, Dental and Life/Disability Insurance availablePaid Time Off and Paid Holidays401KSupportive leadership environmentSalary range: $100k to $140k base plus bonus opportunities, depending on many factors including experience, skill set, and more.