Manager, Customer Success (People Manager)

Why project44?   At project44 we’re on a mission - to make supply chains work.   project44 optimizes the movement of products globally, delivering better resiliency, sustainability, and value for our customers. As the supply chain connective tissue, we operate the most trusted end-to-end visibility platform that tracks more than 1 billion shipments annually for the world’s leading brands. The undisputed leader in the market, project44 was named the Leader in the Gartner Magic Quadrant, #1 in FreightWaves’ FreightTech 25, and the Customer’s Choice in Gartner Peer Insights’ Voice of the Customer report. project44 is headquartered in Chicago with a diverse and fast-growing, global workforce.   If you’re eager to be part of a winning team that works together to solve some of the most challenging supply chain challenges every day, let’s talk.   Project44's believes that our long-term success is highly dependent upon our customers' ability to achieve success with our products and services.  Our team of Customer Success Managers proactively works with our customers to drive adoption and value. They ensure the needed information and insights are available in p44 to help customers achieve their desired outcomes. We are seeking a skilled Customer Success Leader to own driving success for our customers. This leader will drive a fast-paced operating rhythm with a team of 6-8 Customer Success Managers.  This role reports to the Sr. Director, Customer Success in North America and will work with our Commercial segment of customers.     Key Accountabilities: Drive positive Customer Success outcomes with our customer   Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores    Use tooling and analytics to monitor and drive utilization of product   Work closely with the Account Management team to track renewals, and identify renewal risk early and often   Drive new business growth through greater advocacy and reference-ability    Lead and build a World-class Customer Success Team   Coach and mentor Customer Success Managers   Work with CSMs to ensure high quality customer delivery   Drive fast paced, growth stage operating rhythm   Build CSM best practices   Foster a continuous improvement and performance management ethos   Recruit Customer Success Managers (CSM) as needed    Work cross-functionally with other leaders within Project44 to drive process improvements and scalability   Identify opportunities for continuous improvement    Provide voice-of-the-customer in internal discussions   Be an escalation point for the customer and the team   Foster collaboration within team and across customer lifecycle    Requirements:   2+ years in leadership role   5+ years experience working in SaaS Customer Success    Experience at a fast-growing startup is a plus   Ability to manage influence through persuasion, negotiation, and consensus building    Strong empathy for customers AND driving world-class talent    Deep understanding of value drivers in recurring revenue business models    Analytical and process-oriented mindset    Demonstrated desire for continuous learning and improvement    Enthusiastic and creative leader with the ability to inspire others    Excellent communication and presentation skills    Handle ambiguous situations well   Relevant Bachelor’s and/or Master’s degree   Supply chain experience preferred   Diversity & Inclusion We're designing the future of how the world moves and is connected through trade and global supply chains. We can only deliver a truly world-class product and experience if our teams are as diverse and unique communities we are building for. So it's up to us to create a company where anyone can bring their authentic self to work everyday. We're constantly working to improve, and we accept our responsibility to elevate the voices left in the margins. It's on every one of us. Our focus on inclusion manifests in the way we hire, the customers we serve, and the regions we prioritize. We're building a company that every one of us at project44 is proud to work for: a company that celebrates you for being you. We pride ourselves on celebrating everyone — project44 is an equal opportunity employer actively working on creating a diverse and inclusive work environment where underrepresented groups can thrive. If you share our values and our passion for helping the way the world moves, we’d love to review your application! For any needed accommodations during the hiring process, please email recruiting@project44.com. Even if you don’t meet 100% of the above qualifications, you should still seriously consider applying. Studies show that you can still be considered for a role if you meet just 50% of the role’s requirements.   More about project44 Since 2014, project44 has been transforming the way one of the largest, most important global industries does business. As transportation and logistics continues to evolve and customer expectations around delivery become more demanding, industry technology must rise to the occasion. In just a few short years, we’ve created a digital infrastructure that eliminates the inefficiencies caused by dated technology and manual processes. Our Advanced Visibility Platform is used by the world’s leading brands to track shipments, collaborate with supply chain partners, drive operational efficiencies, and create outstanding customer experiences.