Senior Customer Success Manager

Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!

In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.

Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption.

With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers.

This is a remote position. You can work from home and be located anywhere in the UK, France, Germany, Ireland or Sweden

The Senior Customer Success Manager is responsible for ensuring Kinaxis’ large enterprise customers realize the full business value of our solutions and foster sustainable growth within their portfolio. This role blends deep consultative partnership with strategic commercial influence, fostering strong relationships with internal and customer executive stakeholders, and advocating for customer needs to maximize the value of Kinaxis solutions. You will lead agovernance model for critical accounts, drive adoption and usage, and work cross-functionally to surface and qualify expansion opportunities.

This role works closely with Sales to identify andhand over upsell, cross-sell, and Next-Sell opportunities while aligning solutions with customer business objectives

• Lead trusted, long-term partnerships with executive and senior stakeholder teams within assigned accounts, understanding their strategic supply-chain objectives and aligning our solutions accordingly.
• Establish and maintain a robust governance model for each account — executive business reviews, stakeholder map, success-plan cadence, risk/issue forums.
• Develop customized success plans that incorporate customer business drivers, define KPIs, and drivetime-to-value and renewal readiness.
• Partner with Sales and Renewals to contribute to account plans, map growth opportunities, and support the qualification of expansion leads (SQLs).
• Create customized success plans for enterprise accounts, ensuring customer business drivers are incorporated into solution deployment, adoption and renewal readiness strategies.
• Handle light commercial responsibilities, such as tracking licenses, users, and scenarios, toenhance account value and contribute to growth.
• Analyze account usage, health, risk and upsell signals; identify and hand off qualified expansion opportunities within your portfolio to enable revenue growth.
• Lead cross-functional teams to develop and execute strategies that enhance adoption, derive business outcomes, and drive growth
• Regularly communicate with executive stakeholders, both internal and external, to build and maintain strong, trusted relationships.
• Align customer business priorities with Kinaxis’ product roadmap, ensuring solutions meet…