Customer Success Manager

Title: Customer Success Manager

Reports to: Director of Customer Success

About the Company:

Sourcemap is the leading provider of supply chain mapping, traceability, and transparency software. Our clients include category-leading global brands, manufacturers and suppliers across the food & agriculture, fashion, beauty, manufacturing and electronics industries. We seek committed individuals who will join our team to support our award-winning, values-led work and to tackle important supply chain challenges in a dynamic startup environment.

Job Summary:

Sourcemap is seeking an experienced Customer Success Manager (CSM) to join our growing Customer Success team. For this position, you will serve as a trusted advisor to Sourcemap’s Customers by enabling them to use Sourcemap’s products to achieve their business goals. You’ll partner with customers to expand their use of Sourcemap products and develop and execute success plans: organizational, programmatic, and technical strategies to meet their business objectives and stakeholder goals. You'll also be project managing the annual customer life cycle, including kick off, implementation, onboarding, and value delivery, ensuring a best in class experience. Further, you will recommend best practices to accelerate their onboarding and success plans. Your role will be key to ensuring customer success, retention, and growth by maximizing value through excellent customer relationships and experiences.

Sourcemap is headquartered in New York City and there may be an option for this position to be remote or hybrid in CST or EST time zones.

Primary Responsibilities:

• Manage all post-sales activity for assigned portfolio of customers through strong relationship-building, product adoption tactics, planning and execution to maximize return on investment from Sourcemap services and products through the annual customer lifecycle.
• Craft joint customer success plans, facilitate workshops with customers on best known practices, and lead executive business reviews with key decision makers to ensure effective progress toward the strategic goals and desired business outcomes for your portfolio of enterprise customers.
• Manage approximately 15 enterprise customers and identify, plan, and execute on strategies leading to renewals, expansion, and overall customer health scores.
• Serve as a Sourcemap product expert to support customers throughout their engagement and confidently answer advanced product usage and technical questions.
• Collaborate closely with internal teams, particularly Implementations, Data, Sales, Marketing and Product, to ensure alignment with customer success systems and customer goals.
• Establish effective feedback mechanisms and evangelize customer success stories.
• Establish key objectives, work plans, and metrics for Customer Success Associate(s) to ensure execution of performance management.

Experience Requirements and Skills:
Required

• 5+ years relevant work experience and demonstrated success in Customer-facing enterprise SaaS, account management or strategic consulting role
• Experience deploying large-scale technology solutions for Fortune 500 companies, with a preferred focus on supply chain transparency, global compliance, sustainability, global trade, or international business
• Familiarity with supply chains for apparel & home goods, pharmaceuticals or tropical commodities, such as cocoa, coffee, palm, or soy. (Preferred)
• Experience working in a dynamic, fast-growing organization. (Preferred)

Sourcemap offers a competitive compensation package based on job-related factors such as business needs, experience, level of responsibility, and qualifications. For this role, the base salary range is $90,000 to $115,000. Sourcemap offers a benefit package, including but not limited to paid time off, paid holidays, medical, dental and vision benefits, 401k.

Sourcemap provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.