Customer Success Manager

Senior Manager/Regional Head - Customer Success & Growth Location: Atlanta, USA, APAC - Malaysia, Middle East - Dubai/Oman, Europe - NetherlandsReporting To: Chief Commercial OfficerCTC Range : 100,000 to 120,000 USD Annually + BenefitsRole Overview:As the Senior Manager/Regional Head - Customer Success & Growth, you will be responsible for driving revenue expansion across USA/Asia/Africa/Europe by ensuring customer success and account growth. Initially, you will focus on hunting new business opportunities while developing strong relationships with existing clients to foster long-term partnerships (farming). You will work closely with the regional sales heads (matrixed reporting) to execute customer-centric strategies while aligning with the global sales headto drive consistent growth across regions.Key Responsibilities:Customer Success & Farming:ï‚· Develop and execute strategies to maximize customer retention, satisfaction, and revenue expansion within existing accounts.ï‚· Act as a strategic advisor to clients, helping them leverage Kale's solutions to optimize their logistics operations.ï‚· Build strong, trust-based relationships with key stakeholders, ensuring alignment with their business objectives.ï‚· Drive adoption, engagement, and renewal strategies, ensuring long-term value realization for clients.ï‚· Conduct periodic business reviews and provide data-driven insights to customers to enhance their experience.New Business Development & Hunting:ï‚· Identify and pursue new business opportunities within assigned regions to drive market penetration.ï‚· Develop and execute a structured sales and business development plan in alignment with regional and global growth objectives.ï‚· Collaborate with marketing and product teams to create targeted campaigns and value propositions for prospective clients.ï‚· Negotiate and close high-value deals, ensuring alignment with revenue and profitability targets.Cross-Functional Collaboration:ï‚· Work closely with regional sales heads and align efforts for seamless customer acquisition and retention.ï‚· Partner with product, technology, and delivery teams to ensure smooth implementation and support.ï‚· Provide structured feedback from customers to internal teams to drive continuous product and service improvement.Key Metrics for Success:ï‚· Revenue Growth: Expansion within existing accounts and successful closure of new deals.ï‚· Customer Retention & Renewal Rates: Ensuring a high percentage of renewals and upsell opportunities.ï‚· Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS): Driving superior customer experiences.ï‚· Pipeline Development & Conversion Rates: Effectiveness in acquiring new customers and expanding within existing accounts.Qualifications & Experience:ï‚· 12+ years of experience in customer success, account management, or sales within the logistics technology or SaaS industry.ï‚· Proven track record in both farming and hunting - driving renewals and expansions while acquiring new customers.ï‚· Strong business acumen with the ability to articulate value propositions and ROI-driven solutions.ï‚· Excellent stakeholder management and relationship-building skills at C-suite and senior executive levels.ï‚· Experience working in a matrixed organizational structure with cross-functional collaboration.ï‚· Deep understanding of the logistics, air cargo, or maritime industry is highly preferred.ï‚· Willingness to travel extensively across the assigned regions.Why Join Us?ï‚· Be part of a leading organization driving digital transformation in the logistics industry.ï‚· Opportunity to lead and influence customer growth strategies across multiple geographies.ï‚· Work in a dynamic, fast-paced, and collaborative environment with industry experts

Created: 2025-02-23