Customer Success Manager

About This Role

We are looking for a dynamic Customer Success and Delivery leader to manage strategic global accounts while driving successful implementation, adoption, and growth of enterprise solutions. This role combines strategic account ownership with hands-on delivery execution, ensuring strong client relationships, operational excellence, and measurable business outcomes.

Key Responsibilities

• Own the end-to-end lifecycle of enterprise accounts onboarding, implementation, adoption, expansion, and renewal.
• Act as a trusted advisor to senior client stakeholders and manage global account relationships.
• Lead delivery governance, implementation activities, and issue resolution to ensure quality and timely outcomes.
• Identify growth opportunities including upsell and cross-sell within existing accounts.
• Collaborate with Product, Engineering, and Support teams for seamless solution delivery.
• Monitor customer adoption, satisfaction, and performance metrics.

Requirements

• 8+ years in Customer Success, Delivery, or Program Management for enterprise SaaS solutions.
• Experience managing large global accounts and complex stakeholder environments.
• Strong communication, stakeholder management, and problem-solving skills.
• Background in SaaS, Fintech, or enterprise product organizations preferred.
• Exposure to trade finance processes or financial services domain is an advantage.

Industry Knowledge (Preferred):

• Familiarity with Trade Finance processes and ICC guidelines (UCP, ISBP, URDG, etc.) is a plus.
• Awareness of trends in trade digitalization, TBML compliance, and fraud detection is preferred.
• Ability to converse confidently with stakeholders on industry concepts without being a subject matter expert.

Required Skills & Competencies:

• Strong experience in Customer Success and Delivery for enterprise SaaS solutions.
• Proven ability to manage large global accounts and complex stakeholder ecosystems.