Customer Success Manager

Job description

**Why project44?** At project44, we believe in better. We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world. With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward. Headquartered in Chicago, IL, with a 2nd HQ in Bengaluru, India, we are powered by a diverse global team tackling the toughest logistics challenges with innovation, urgency, and purpose. **AI at project44** We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you’re building product, serving customers, managing people, or running operations, AI is a tool you’re expected to use with intent, curiosity, and judgment. We don’t expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team’s AI fluency because we believe it’s a competitive advantage for every person at project44, not just our engineers. If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk. **Customer Success Manager** We are looking for a Customer Success Manager to join our EMEA Customer Experience Team, working alongside Professional Services, Managed Services, Sales, Support, Product and Engineering to ensure our customers realize lasting value from the platform. In this role, you will own a portfolio of customers across their post-implementation lifecycle, driving adoption, value realization, retention, and expansion. You will be the trusted advisor and primary relationship owner for your accounts, ensuring customers achieve their supply chain outcomes and renew and grow with project44. This role focuses on strategic customer relationships across the region, often requiring in-region presence and specific language capabilities. As such, the Customer Success Manager may closely engage with local stakeholders and travel on-site occasionally to strengthen relationships and drive outcomes. **Key Accountabilities** - Own the full post-sale customer lifecycle for a portfolio of accounts, from onboarding handover through adoption, renewal, and expansion. - Drive value realization, ensuring customers adopt the platform and achieve measurable supply chain outcomes. - Own gross revenue retention for your book, forecasting, and managing renewals with timely risk identification. - Identify and drive expansion opportunities in partnership with Sales. - Build and maintain trusted relationships with stakeholders at all levels, up to executive sponsors. - Lead regular customer ceremonies, including business reviews (QBRs and EBRs), success planning, and health check-ins. - Manage customer risks and escalations, coordinating cross-functional resolution across Support, Product, and Engineering. - Act as the voice of the customer internally, channeling feedback into Product and delivery priorities. - Maintain accurate account health, forecasting, and activity data in internal tools (e.g., Salesforce, Jira, or equivalent). - Contribute to process improvements, success playbooks, and scalable delivery frameworks. **Requirements & Preferred Skills** - Fluent in English (written and spoken). - Additional languages are a strong differentiator, with a preference for German and Spanish, French and Italian. - 5+ years of experience in customer-facing roles, preferably within: - Supply chain, transportation, or logistics technology - SaaS - Software delivery or account management - Proven experience managing a portfolio of customers and owning retention and expansion outcomes. - Strong expertise in relationship, stakeholder, and renewal management. - Advanced AI fluency is a must for this role: hands-on proficiency with Claude and other AI tools to scale your output, direct them effectively, evaluate outputs critically, and apply AI responsibly across customer and internal workflows. - Ability to communicate effectively with both technical and non-technical stakeholders. - Strong organizational skills with the ability to manage multiple accounts simultaneously. - Comfortable working in a fast-paced, cross-functional, global environment. - Experience with CRM and customer success tools such as Salesforce, JIRA, Confluence, or equivalent. - Willingness to travel occasionally based on customer needs. - Experience with TMS, ERP, or supply chain systems is a plus. **Location** This is a hybrid role, based in our Amsterdam office. **In-office Commitment:** Our office is where ideas spark, connections thrive, and innovation comes alive. We are looking for candidates who are enthusiastic and committed to joining our team on-site at our beautiful office, **four days a week**. Together, we’re building something extraordinary; learn, grow, and thrive in our fast-paced, transformative environment. **What You’ll Gain & What We Expect** **What we offer:** - Ownership of a portfolio of strategic customers, with direct impact on their value realization, retention, and expansion for leading global brands - Strong internal and external exposure, working cross-functionally and directly with customer leadership - A role with high visibility, where your work directly influences customer success and business outcomes - Ownership and autonomy to own the full customer lifecycle and shape how you drive success across your accounts - The chance to contribute to playbooks, frameworks, and ways of working across the EMEA Customer Experience organization within a fast-scaling SaaS environment **What we ask:** - A high level of ownership and accountability for retention, adoption, and expansion across your portfolio - A strong team-oriented mindset, embracing collaboration across functions - Commitment to a #OneTeam mentality, always prioritizing customer value and outcomes over silos - Ability to operate with urgency, structure, and clarity in complex and fast-paced environments - A commitment to leveraging AI to scale your own impact and to using it responsibly and effectively across your customer and internal workflows **Diversity & Inclusion:** At project44, we're designing the future of how the world moves and is connected through trade and global supply chains. As we work to deliver a truly world-class product and experience, we are also intentionally building teams that reflect the unique communities we serve. We’re focused on creating a company where all team members can bring their authentic selves to work every day. We’re building a company that every one of us at project44 is proud to work for, and our journey of becoming a more diverse, equitable and inclusive organization, where all have a sense of belonging, is shaped through the actions of our leadership, global teams and individual team members. We are resolute in our belief that each team member has an equal responsibility to mold and uphold our culture. project44 is an equal opportunity employer seeking to enrich our work environment by creating opportunities for individuals of all backgrounds and experiences to thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! For any accommodation needed during the hiring process, please email [recruiting@project44.com](mailto:recruiting@project44.com). Even if you don’t meet 100% of the above job description you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements. **More about project44:** Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continue to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we have created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.