Senior Customer Success Manager

💻 About The CompanyAt Didero, we’re building the autonomous supply chain, starting with agentic supplier management. Global trade has never been more complex or critical. Teams are underwater, reacting to a flood of challenges - from geopolitical risk to tariffs. Didero helps by automating time-intensive workflows with AI agents and deploying cutting-edge technology into one of the world’s most vital domains.We’re backed by some of the world’s best venture funds and leading figures across AI, supply chain and enterprise software. The opportunity is massive. Our traction is real. Come help us build the future 🚀🤝🏻 About The FoundersTom Petit - Previously technical co-founder and co-CEO of Landis ($200M+ raised from Sequoia, Google and others). AI and machine learning expert.Lorenz Pallhuber - Previously spent 7 years at McKinsey advising Fortune 500 clients on supply chain and procurement software and strategy.Tim Spencer - Previously co-founder and CEO of Markai (led large supply chain & procurement team sourcing from hundreds of Asia-based manufacturers) and software investor.💡 About The Role(Senior Account Manager / Project Manager hybrid)We’re hiring a Senior Customer Success Manager to own the customer journey from contract → kickoff → go‑live → steady‑state, and to be the day‑to‑day “Swiss Army knife” with our Ops/CS team. You’ll project‑manage customer engagement for complex, high-priority accounts, run exec‑level updates, quantify value delivery and expand accounts once value is proven. This is a hands‑on, sleeves‑rolled role for someone who loves working with clients, managing several projects at once, and take a ton of ownership.Title: Senior Customer Success ManagerLocation: Remote (US/Canada); ET strongly preferred. Regular customer travel (NA).Type: Full‑time⚒️ What you’ll doOwn high-priority accounts end-to-end, from implementation to ongoing customer success. Build and drive project plans from kickoff to go‑live; run weekly stand‑ups; unblock issues fast; articulate value to senior stakeholders; own expansion opportunitiesGet into the details. Handhold new accounts (manufacturing/wholesale) through process mapping and setup; ensure no balls get droppedPartner tightly with Ops/CS, Product, Sales & Founders. Set daily/weekly work plans; manage project deliverables; QC;Own onboarding materials, checklists and customer guides. You own the onboarding process and trainingBe the client’s point of contact. Lead exec readouts and working sessions; keep stakeholders aligned; manage scope, change requests, and risk/issue escalationGuard the numbers. Track and report business impact, milestones, adoption/usage, issues and expansion pipelineRoll up your sleeves. Jump in to build the thing - clean a data file, rewrite an SOP, create a run book, draft and own training and onboarding materialsDrive value and expansion. Translate wins into renewals and upsell; maintain account plans; partner with Sales on commercial motions; articulate value delivered clearly and compellingly to senior customer stakeholdersTight with Product & Eng. Capture VOC; file crisp tickets with logs, steps, expected vs actual; close the loop with customersContinuously improve. Standardize playbooks, templates, SOPs, and checklists🚀 You’ll be successful in this role if you…Take full ownership, move fast, and embrace unglamorous work when that’s what winsYou’re a hard worker: This is not a 9-5. This is a generational market opportunity - we expect everyone to go above and beyondAre meticulous and structured (your projects have no loose ends; your docs are client‑ready without edits)Are a host and operator: great in rooms with CFOs/COOs and just as strong and friendly when on the factory floorLove operational excellence: checklists, runbooks, great training, and measurable outcomesCan coach a distributed team and keep a tight drumbeat across timezonesCommunicate crisply in writing. No fluff. Clear status, clear asks, clear next steps, super proactive🧠 Minimum Qualifications5+ years in client‑facing project delivery / CS / implementation roles in a top tier management consulting firm; at least 2 years in a project manager capacityProven on‑time with exec‑level stakeholders; owned timelines, risks, and go‑live qualityClient ownership experience: you confidently manage high stakes, senior customer relationshipsStrong Excel & Slides toolkitWork hours: Ok to flex to non‑standard hours for critical cutovers when needed⭐ Nice to haveProcurement / Supply Chain experience: P2P, sourcing, ERP/MRP flowsExposure to manufacturing & distribution (plants/warehouses); comfort with legacy processes and change managementFamiliarity with ERPs (SAP/Oracle/Dynamics/NetSuite)🏗️ How We WorkIntensity + ownership. Take full ownership. Move fast. Work hard. Be ok with unglamorous workBuilder mindset. Design the play, prove it, scale itQuick learning cycles: test, fail, learn, repeat🌎 What we offerMassive category, enormous opportunity. Join a super fast-growing AI startup attacking a trillion-dollar, under-automated space with real customer pull and hairy problems worth paying forTop-tier cash, equity, and benefitsRunway: grow into senior leadership scope as we scaleFlex + face time: remote-first (US/Canada); regularly in person; regular customer travelFounding-team impact. This is founding-caliber scope. Your work will show up in board decks and customer roadmaps