Customer Success Manager- Term

Company Description

Assent is the leading AI native platform for supply chain sustainability and compliance, trusted by complex manufacturers and distributors around the world. Built and backed by experts who have led global compliance programs, our unified platform combines advanced AI, regulatory expertise, and the world’s largest supply chain data network to help organizations reduce risk, lower operational costs, and build trust across every tier of the value chain.

From human rights and responsible sourcing to PFAS reporting and Digital Product Passports, Assent transforms regulatory complexity into actionable insights that drive real business outcomes.

With over 900 team members across India, North America, Malaysia, the EU, and Kenya and more than 1,000 customers globally, Assent brings together global perspective and deep domain expertise. Our hybrid work model enables teams to collaborate effectively across regions while staying connected to the communities where they live and work. As a certified B Corporation, we meet rigorous standards of social and environmental performance, transparency, and accountability.

This reflects our commitment to building technology that drives business performance while creating long‑term value for people and the planet.

People First. Technology Forward. Our commitment to People, Culture & Community (PCC) is rooted in building a diverse, inclusive, and high‑performing team, with a culture of belonging where all Assentees are respected, supported, and empowered to contribute.

This is a one-year contract with the potential to be extended. Customer Success Managers (CSMs) will play an integral role in delivering our services to customers on their purchased programs, working with our customers to define and execute on their project plans from start to finish. This position involves a broad spectrum of responsibilities aimed at guaranteeing program success and delivering exceptional service to customers.

The ideal CSM is highly organized with impeccable attention to detail and excellent interpersonal skills. The CSM is responsible for customer health metrics and retention.

• Develop and nurture lasting relationships with customers, serving as a trusted advisor throughout the entirety of the customer lifecycle journey. Define compliance programs from start to finish, working with the Program Support teams to execute required tasks to achieve client milestones.
• Actively manage the client relationship and the lifetime value of each assigned account, helping clients realize the economic value of their subscriptions to preserve and grow revenue.
• Manage an assigned book of business, overseeing overall Customer Health and associated performance metrics.
• Lead high‑level strategic planning sessions with Assent's customers, including Executive Business Reviews:
  • Align solutions to address customers’ specific challenges, optimizing business value and increasing product adoption.
  • Conduct program reviews to deeply understand needs, status, gaps, and next steps to ensure all client tasks are proactively anticipated and supported.
  • Analyze program results and supply‑chain responsiveness to identify additional strategies and opportunities for improvement with the Program Support teams.
• Identify client goals and success metrics, ensuring quality product configuration during implementation and conducting regular progress check‑ins.
• Support the Sales team in ongoing renewal management of owned accounts to meet renewal targets.
• Take on special projects to enhance customer success management processes.
• Serve as a peer partner to new team members as required.
• Coordinate user permissions in the Assent platform with Platform Operations.
• Advocate and collaborate with all internal groups to ensure client success, growth, and the creation of strong customer references and referrals.
• Possess intermediate regulatory knowledge to consult with clients in program direction.
• Work with Product Management to identify and drive improvements in product offerings, processes, systems, and tools.
• Input and maintain up‑to‑date communications, conversations, and correspondence with…