Senior Customer Success Manager

Location: United Kingdom (remote)

E2open are seeking a Senior Customer Success Manager to join our dynamic Client Experience team. In this strategic, relationship-driven role, you'll manage our most impactful and high-revenue accounts, ensuring clients see value and achieve success with e2open's solutions. You'll collaborate across teams - from business unit presidents to technical account managers - to create an exceptional customer experience. This role directly influences customer retention, loyalty and growth for some of our largest and most strategic accounts.

Key Responsibilities:

• Strategic Account Management: Act as a senior advisor, partnering with C-level and executive stakeholders at both e2open and assigned accounts. Ensure customer value and account health, helping customers realize their goals and ROI with e2open’s solutions.

• Solution Expertise: Develop deep knowledge of e2open’s solutions within logistics, global trade management, and supply chain, and map these to the customer’s key business use cases.

• Customer Success Measurement: Track, analyse, and report on key performance indicators and Net Revenue Retention. Drive adoption, monitor usage, and proactively identify risks.

• Continuous Improvement: Use data-driven insights to identify trends, optimize processes, and continuously improve the customer experience. Advocate for customers internally, making e2open an easy partner to do business with.

• Value-Added Advisory: Share best practices and thought leadership with clients, positioning yourself as a trusted partner in their success journey.

• Risk & Issue Management: Quickly assess the potential business impact of service interruptions. Navigate challenging situations with expert escalation and relationship management skills.

• Revenue Growth: Identify upsell and cross-sell opportunities, collaborating with Account Directors and Sales Leaders to drive expansion within accounts.

• Customer Advocacy & Referenceability: Foster customer loyalty and advocacy, ensuring assigned accounts are strong brand references for e2open.

Qualifications & Experience

• Education: Bachelor’s degree desirable; post-graduate education or relevant certifications in Science, IT, or Supply Chain Management preferred.

• Experience: 8–10+ years of experience in customer success or account management roles, ideally working with strategic or enterprise-level accounts.

• Communication Skills: Excellent verbal and written communication skills in English; capable of engaging and influencing senior stakeholders across channels including Teams, Zoom, and in person.

• Leadership & Problem-Solving: Proven ability to lead and influence cross-functional teams. A “can-do” attitude with strong skills in problem-solving, managing competing priorities, and leading without authority.

• Data-Driven Decision Making: Demonstrated ability to leverage data, metrics, and analytics to drive customer success outcomes and inform business strategy.

• Customer-Focused Relationship Building: Skilled in building and nurturing strategic customer relationships and managing multiple high-priority cases, with a strong focus on customer satisfaction and growth.

• Adaptability: Comfortable working in diverse environments—remote, in-office, or customer-site—and handling “hot” customer issues with urgency and grace.

• Software Proficiency: Strong working knowledge of Microsoft Office (Excel, Word, Outlook, PowerPoint, Teams), CRM platforms like Salesforce, and reporting tools like QlikSense.

• Analytics & Reporting: Familiarity with data analysis tools to monitor trends and proactively improve customer success strategies.

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