Senior Customer Success Manager

About Kinaxis 

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis. 

 

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Rotterdam and around the world as we continue to innovate and revolutionize how we support our customers.  

 

Our Rotterdam office is a highly collaborative and flexible workspace located near the central railway station in the heart of the city. Our office serves as a centralized hub where employees and customers can come together to work towards solving some of the biggest challenges facing supply chains.  

PurposeThe 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 a governance 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 and hand over upsell, cross-sell, and Next-Sell opportunities while aligning solutions with customer business objectives 

What you will do

• 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 drive time-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, to enhance 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 both current and future needs.
• Define and track customer-specific KPIs, providing ongoing guidance, risk mitigation strategies and actionable insights to inform decision-making.
• Managing escalations by coordinating with internal teams to develop effective solutions that maintain customer trust and satisfaction.

 

 

What we are looking for

 

• Bachelor’s degree in Business, Engineering, Supply Chain Management, or a related field; MBA or advanced degree preferred.
• 7+ years of experience leading Forbes Top 100 and global enterprise accounts.
• Demonstrated success in leading enterprise accountgovernance models and customized success plans.
• Proven success in driving technology adoption and customer business transformation to ensure value realization, driving account expansion and increasing lifetime value.
• Experience identifying, qualifying or supporting upsell, cross- sell and next-sell opportunities in enterprise settings.
• Solid understanding of Supply Chain Management, including knowledge of processes, systems, and operational best practices.
• Excellent written and verbal communication skills, with a proven ability to deliverimpactful presentations and effectively engage with executive-level stakeholders
• Experience working with SaaS platforms to deliver business solutions
• Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health, and driving proactive engagement.
• Project Management Professional (PMP) Certification considered an asset
• Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Yamaha, P&G, Honda, and more.

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the third Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at recruitmentprograms@kinaxis.com. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.