SaaS Customer Success Manager

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
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** Job Description**#
** Key Responsibilities May Include:
** Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.  Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.  Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.  Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.  

Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.  Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.  Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.  Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.
** POSITION PURPOSE
** The Customer Success Manager is responsible for delivering exceptional customer experiences and driving adoption of corporate Digital Customer Solutions. Reporting to the Customer Success Lead, the CSM works directly with North American customers to ensure they achieve their desired outcomes, maximize product value, and maintain long-term engagement.

This role focuses on onboarding, training, proactive support, and success planning to minimize churn and foster strong customer relationships.
** SCOPE*
* • Regional• Travel to customer site will be required at times
** MEASURES*
* • Customer Satisfaction - measures client satisfaction with the product or service.
• Net Promoter Score (NPS) - gauges how likely clients are to recommend the company.
• Retention/ Churn Rate - tracks the percentage of clients who stop using the product or service (lower is better).
• Product Adoption Rate – evaluates how effectively clients are using the product’s features.
• Confidence rate - ensure a 95% confidence rate of product deployment at customer site.
• Engagement Metrics - includes activity frequency, usage rates, and engagement with customer success initiatives like webinars or training sessions.
** MAJOR / KEY

ACCOUNTABILITIES
** Customer Onboarding & Training
• Guide customers through onboarding and ensure smooth implementation.
• Deliver tailored training sessions to drive adoption and usage.

Customer Engagement & Success Planning
• Develop success plans with clear goals and milestones.
• Maintain regular touchpoints and act as a trusted advisor.

Usage Monitoring & Risk Management
• Track engagement and adoption metrics.
• Identify risks to retention and take proactive corrective action.

Advocacy & Feedback
• Capture customer feedback and share insights with the CSL and product teams.
• Promote success stories and advocate for customer needs internally.
• Drive retailer advocacy in north America Collaboration
• Work closely with Implementation, Sales, and Product teams to ensure seamless customer experience.
• Support Account Managers in identifying upsell and cross-sell opportunities.
** CHALLENGES / PROBLEM SOLVING*
* • Balancing personalized support with scalable processes.
• Driving adoption across diverse customer profiles.
• Collaborating effectively with multiple internal teams.
** AUTHORITY / DECISION MAKING*
* • Tailor onboarding and training strategies.
• Escalate technical or product issues promptly.
• Prioritize accounts and actions based on risk and opportunity.
** KEY CONTACTS
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