Sr. 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. Today, we have grown to become a global organization with over 2000 employees around the world, with a brand-new HQ based in Kanata North in Ottawa. As one of Canada’s Top Employers, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.

At Kinaxis, we power the world’s supply chains to help preserve the planet’s resources and enrich the human experience. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries, with more than 40,000 users in over 100 countries. We are expanding our team as we continue to innovate and revolutionize how we support our customers.

Location

This is a remote position. You can work from home and be located anywhere in Canada.

About The Team

The Senior Customer Success Manager is responsible for driving value realization, creating renewal readiness, and ensuring the success of Kinaxis' large enterprise customers. This role involves leading a consultative approach to program delivery, fostering strong relationships with internal and customer executive stakeholders, and advocating for customer needs to maximize the value of Kinaxis solutions. In addition to monitoring customer health and facilitating adoption, the Senior CSM will take on light commercial responsibilities, such as managing licenses, user scenarios, and solution usage. 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 relationships with key customer stakeholders, gaining a deep understanding of their organizational structures, strategic goals, and supply chain operations while building trusted, long-term partnerships.
• Develop and maintain a governance model for large enterprise accounts, ensuring consistent engagement and strategic alignment across all stakeholders.
• Create customized success plans for enterprise accounts, ensuring customer business drivers are incorporated into solution deployment, adoption and renewal readiness strategies.
• Partner with Sales to contribute to account plans, identify growth opportunities, and support customer success initiatives.
• Handle light commercial responsibilities, such as tracking licenses, users, and scenarios, to enhance account value and contribute to growth.
• Assist in identifying Upsell and Next-Sell opportunities by leveraging insights into customer business units, subsidiaries, and supply chain operations.
• Lead cross-functional teams to develop and execute strategies that optimize customer success and business outcomes.
• 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 accounts, with a proven track record of leading cross-functional teams to drive customer success.
• Demonstrated ability to develop governance models and customized success plans for global enterprise accounts
• Proven success in driving technology adoption and customer business transformation to ensure sustained value realization.
• Success in supporting Next-Sell, upsell, and cross-sell opportunities, ideally within enterprise or global accounts.
• 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 deliver impactful 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
  
  

#Intermediate, #Senior

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 net-zero operations strategy for the long term. 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 last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons
  
  

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 [email protected]. 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.