SaaS Customer Success Manager - Atlanta, GA (Hybrid)

By combining state-of-the-art data science techniques, cutting-edge Internet of Things (IoT) technologies, and Software as a Service, we enable a more connected, intelligent and efficient supply chain. We’re creating value from massive, connected data. Our unmatched insights illuminate more than 300,000 supply chains, more than a million customers and partners, and over 300 million physical assets that are constantly on the move around the world.

CHEP is a Brambles / BXB Digital company, the global leader in supply chain logistic solutions operating through the CHEP brand. Brambles Limited is listed on the Australian Securities Exchange (ASX) and has its headquarters in Sydney, Australia. Operating in more than 60 countries, with its largest operations in North America and Western Europe, we employ more than 14,500 people and owns over 550 million pallets, crates and containers through a network of approximately 850 service centres.

SAAS CUSTOMER SUCCESS MANAGER

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

Internal: Sales and Pre–Sales Account Management, Product Teams, Implementation Teams

External: Customer users, Implementation team / lead at customer

QUALIFICATIONS

• Bachelor’s degree in a relevant field or equivalent experience

Desirable:

• Certifications in Change Management or Customer Experience

EXPERIENCE

• Client Relationship Management: Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.

• Problem-Solving & Issue Resolution: Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.

• Industry Knowledge: Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.

• Project Management: Ability to coordinate tasks, timelines, and goals for customer-related projects.

• Technical Skills: Proficient with SaaS platforms and data analysis tools.

• Soft Skills: Strong communication, active listening, empathy, and conflict resolution capabilities.

• Upselling & Renewal: Proven ability to identify and support upsell and cross-sell opportunities.

The salary range for this position is $102,000 to $138,000 / year. Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.” Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.