Customer Success Specialist

Founded in 2000, Ivalua is a leading global provider of cloud-based procurement solutions.

At Ivalua we are a global community of exceptional professionals, who believe that digital transformation revolutionizes supply chain sustainability and resiliency to unlock the power of supplier collaboration. We achieve this through our leading cloud-based spend management platform that empowers hundreds of the world's most admired brands to effectively manage all categories of spend and all suppliers to increase profitability, improve ESG performance, lower risk, and improve productivity.

Driven by our passions and fueled by our shared ambitions, we empower and challenge each other to create meaningful experiences for our colleagues, customers, partners, and communities.

Our Customer Success team is dedicated to our customers' success post-implementation, building long lasting partnerships with our customers, and driving strong adoption, satisfaction, and retention. With over 20 team members globally, the Americas Customer Success team needs to keep growing to satisfy demanding customers. In this context of fast growth we are looking for a proactive and motivated Customer Success Specialist to join our growing team in New York.

As a Customer Success Specialist, you’ll play a critical role in ensuring that our customers are successful and getting value out of the Ivalua platform. You’ll support a portfolio of enterprise accounts, ensuring strong onboarding, engagement, and ongoing success. In this role, you’ll be responsible for increasing user adoption, helping identify expansion opportunities through product fit, use‑case growth, and cross‑functional collaboration, and addressing roadblocks if they come up.

Being a people person is a necessity for this position. You’ll often find yourself traversing between business and technology topics.

This role will require 30% travel to meet in‑person with customers on a regular basis.

• Customer Management: Act as the Ivalua client advocate for assigned book of clients, ensuring key decision makers understand the value of Ivalua. Build and maintain day‑to‑day relationships with contacts in enterprise accounts and assist senior CSMs with executive communications and health reviews.
• Adoption & Success Planning: Monitor customer usage and KPIs, identify adoption trends, translate client goals into documented, actionable success plans, and mitigate risks. Manage client referenceability plans.
• Renewal and Expansion: Manage the process for timely renewal negotiations including quotes and business reviews and actively collaborate with Sales to identify upsell and expansion opportunities.
• Operational Excellence: Coordinate and manage regular client meetings, oversee special projects/implementations, and ensure internal collaboration resolves customer issues quickly.
• Data Management & Reporting: Accurately document all customer data and interactions within our internal system of record, and report client status to all organizational levels.
• Product Advocacy & Feedback: Act as the Ivalua client advocate for the platform's value, demonstrate best‑practice solutions for improvement or expansion, and track client feature requests with the Product Team.

If you have the below experience and strengths this role could be for you:

• At least 3 years of relevant work experience in B2B SaaS customer success, account management, or in a strategic consulting organization, or relevant experience in complex software implementation
• Ability to identify business development opportunities with key sponsors in the install base
• Ability to prepare and deliver formal executive business reviews (E ) to senior‑level executives, with a focus on project‑specific milestones and customer health
• Drive the continuous improvement of customer‑centric initiatives across the company, fostering a culture of customer success with key partners (Marketing, Product, Sales, Finance, Executive)
• Functional expertise in at least one of the following areas:
  Procurement, Sourcing, Supplier Risk, or Accounts Payables nice‑to‑have
• Bachelor's degree in…