[Remote] Lead Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers. The Lead Customer Success Manager will act as a trusted business partner and technical liaison to the Company’s largest enterprise customers, managing IT project milestones and ensuring customer satisfaction through effective operations and business development efforts.ResponsibilitiesManaging and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives, resulting in increased customer satisfaction, return-on-investment (ROI), and annual recurring revenueEstablishing processes and frameworks to ensure efficient and effective team operations, ensuring adherence to budget, scope, and scheduleConferring with project personnel, including a customer success associate, to identify, troubleshoot, and resolve technical or operational problemsConducting business analysis on process mapping and advising customers on IT products/platform configurationsDriving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey supported by the Company’s platformConfiguring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, item-level attributes, data-validation logic, quality-program parameters, and integrations to align with customer requirements and business rulesManaging enterprise implementations across multiple modules, including Sight, Risk, Traceability, Lab Testing, and Production MonitoringEnsuring interoperability and data consistency across modules during deploymentServing as the primary technical escalation point, translating customer business requirements into detailed functional and technical specifications, collaborating with engineering and data-science teams to investigate system behavior, and supporting resolution of complex system issuesDefining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract ridersOverseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT), to ensure accurate execution of customer programs and compliance processesSkillsBachelor's degree or equivalent in Business Administration, Economics, or a related fieldTwo (2) years of experience in a related occupation24 months of experience with managing and measuring success of information technology projects, including return-on-investment (ROI)24 months of experience with driving business development efforts for information technology products, using Salesforce, B2B, and SaaS24 months of experience with defining changes in IT contracts, subscription agreements, non-disclosure agreements, and similar contract riders24 months of experience with conducting business analysis on process mapping and advising customers on IT products/platform configurations24 months of experience utilizing the following tools and technologies: Hubspot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud PlatformBenefitsHealthDentalVision401(k) retirement planCommuting benefitsEmployee referral bonusesUnlimited Annual LeaveFlexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.Grow with us: We're invested in your personal and professional development.Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.Celebrate together:Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.Company OverviewInspectorio is the leading AI-powered supply chain platform, optimizing performance, resilience, and intelligence. It was founded in 2016, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 201-500 employees. Its website is https://www.inspectorio.com.