Customer Success Business Partner (US)

Job description

About the Company Why We Built Lyric: Supply chains are more critical and complex than ever. Every day, large enterprises navigate trillions of possible decisions that could impact the bottom line. Powerful algorithms and AI can address these problems, yet most organizations struggle to leverage supply chain AI at scale. The current SCM technologies are either rigid, limited-scope point solutions or custom solutions built in-house, which demand immense expertise and investment. That is…until now. Enter Lyric: Lyric is an enterprise AI platform built specifically for supply chains, offering the best of both worlds: - Out-of-the-box AI solutions for optimizing networks, allocating inventory, scheduling routes, planning fulfillment capacity, promising orders, propagating demand, building predictions, analyzing scenarios, and more, plus - A platform-first approach that empowers both business and technical users with end-to-end product composability, leveraging no-code tools, their own code, or even forking our code to build and refine supply chain decision intelligence With Lyric, enterprises no longer have to choose between flexibility and speed, they get both. The Mission: We’re building a new era in supply chain with the team best equipped to lead it. With over 20 years at the intersection of supply chain and algorithms, we developed a deep conviction that global supply chains needed something like Lyric. Since our inception in December 2021, that conviction has been validated time and time again. Today, a growing number of Fortune 500 companies, including Smurfit WestRock, Estée Lauder, Coca-Cola, and more, are innovating on their own terms with Lyric. We can’t wait to see what our customers, both current and future, are empowered to build with us next. Come build with us! About The Role Lyric is hiring a Customer Success Business Partner to drive adoption, retention, and expansion across some of our most strategic customer relationships. This is a senior, customer-facing role for someone with deep supply chain expertise, strong technical fluency, and exceptional communication and program management skills. As a Customer Success Business Partner, you will represent Lyric to your accounts. You will lead quarterly business reviews, identify new use cases, and partner with internal and customer teams to deliver measurable outcomes. You will work closely with Sales, Product, Professional Services, and Support to ensure our customers achieve value across a range of planning and execution workflows. The ideal candidate is T-shaped, capable of engaging broadly across business and technical topics, and brings deep expertise in one of three areas: advanced modeling, operational planning, or AI and machine learning–driven prediction use cases. This role requires agility, strong executive presence, and the ability to thrive in a fast-moving environment. What You'll Do Customer Partnership & Program Management - Serve as the primary Customer Success contact for strategic enterprise accounts - Lead quarterly business reviews, success planning sessions, and ongoing governance meetings - Maintain and grow relationships across customer personas, from planners to senior executives - Coordinate cross-functional delivery teams and align internal stakeholders with account goals - Ensure value realization and communicate measurable outcomes from Lyric initiatives Adoption, Retention & Expansion - Drive adoption of Lyric’s platform across users, teams, and business processes - Monitor and improve customer health metrics, engagement, and satisfaction - Identify opportunities for platform expansion including new users, new use cases, and new business units - Partner with Sales to develop renewal strategies and uncover growth pathways - Translate business pain points into prioritized solution approaches and clear impact narratives Strategic & Technical Engagement - Act as a strategic advisor to customers, with depth in one of the following areas: - Modeling & Analysis: Scenario modeling, network optimization, strategic planning - Planning & Execution: Operational planning, fulfillment processes, execution alignment - Frontier Use Cases: Predictive AI and machine learning applications - Support onboarding, enablement, and scaling in close collaboration with Professional Services - Surface actionable customer feedback to inform product roadmap and innovation priorities About You - 10+ years of experience in Customer Success, Consulting, Supply Chain Operations, or Go-to-Market Strategy roles - Deep knowledge of supply chain domains with the ability to engage in both technical and business-level discussions - Excellent communication and relationship management skills across all levels of an organization - Strong program and stakeholder management experience, including governance and QBR facilitation - Highly adaptable, coachable, and comfortable navigating ambiguity in a dynamic environment - Proven ability to identify, quantify, and communicate customer impact Even if you don’t meet 100% of the qualifications, we recommend applying to the role! Location: Remote. Up to 25% travel expected, primarily within the US. Compensation: The annual compensation range for this position is $180,000 and $230,000 in on-target earnings. Base cash will be determined based on years of experience with a 20% variable compensation that is earned based on individual & business performance. You will also have the opportunity to receive equity in Lyric.