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 considered
• Specific Warehouse Management Software (WMS) or related experience is mandatory 
• This role is remote-hybrid as you may travel frequently as directed/needed

The 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 Functions

• Serve as the primary point of contact for assigned customers, managing relationships and ensuring satisfaction.
• Identify and drive revenue growth through upselling, cross-selling, renewal, and expansion opportunities.
• Ability to understand customer supply chain operations and logistics workflows to provide relevant guidance and support.
• Coordinating amongst cross-functional teams and timelines.
• Conduct regular business reviews (MBRs/QBRs) to assess performance and identify improvement areas.
• Track and report on key customer success metrics such as retention rate, expansion revenue, and satisfaction scores.
• Escalate and prioritize execution of work, including customer communications when necessary.
• Ability to facilitate and manage cross-functional collaboration efforts with Sales, Product, Technology, and Support teams to ensure a unified customer experience.
• Support various company facing initiatives such as User Conferences, Marketing Case Study requests, Sales requests for references, customer webinar program participation, etc.

Knowledge, Skills, and Abilities

• Strong understanding of WMS, ERP or similar systems and supply chain processes.
• Excellent communication and interpersonal skills.
• Ability to manage multiple projects and priorities effectively.
• Empathy, resilience, and a proactive mindset in managing customer relationships.
• Proficiency in CRM, back office, and project management tools.

This 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.

Education

• Bachelor’s degree in Business, Supply Chain Management, or related field.

Experience

• 7+ years of experience in customer success, account management, or implementation related roles.
• Direct Supply Chain/Logistics experience obtained via working within the logistics, supply chain, 3PL, or warehouse industry.
• Proven track record of directly being responsible for and managing customer relationships via an assigned portfolio and driving revenue growth against a quota.
• Experience leading cross-functional projects and managing timelines.

Not 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.

• Medical, Vision, Dental and Life/Disability Insurance available
• Paid Time Off and Paid Holidays
• 401K
• Supportive leadership environment

Salary range: $100k to $140k base plus bonus opportunities, depending on many factors including experience, skill set, and more.