Sr. Customer Success Manager

About Kinaxis

Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!

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, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.

Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. 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. If you are located in Ottawa, Canada you will work a hybrid schedule of 3 day per week from our HQ.

About the team

The Senior Customer Success Manager is responsible for ensuring Kinaxis’ large enterprise customers realize the full business value of our solutions and foster sustainable growth within their portfolio. This role blends deep consultative partnership with strategic commercial influence, fostering strong relationships with internal and customer executive stakeholders, and advocating for customer needs to maximize the value of Kinaxis solutions. You will lead a governance model for critical accounts, drive adoption and usage, and work cross-functionally to surface and qualify expansion opportunities. 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 trusted, long-term partnerships with executive and senior stakeholder teams within assigned accounts, understanding their strategic supply-chain objectives and aligning our solutions accordingly.
• Establish and maintain a robust governance model for each account — executive business reviews, stakeholder map, success-plan cadence, risk/issue forums.
• Develop customized success plans that incorporate customer business drivers, define KPIs, and drive time-to-value and renewal readiness.
• Partner with Sales and Renewals to contribute to account plans, map growth opportunities, and support the qualification of expansion leads (SQLs).
• Create customized success plans for enterprise accounts, ensuring customer business drivers are incorporated into solution deployment, adoption and renewal readiness strategies.
• Handle light commercial responsibilities, such as tracking licenses, users, and scenarios, to enhance account value and contribute to growth.
• Analyze account usage, health, risk and upsell signals; identify and hand off qualified expansion opportunities within your portfolio to enable revenue growth.
• Lead cross-functional teams to develop and execute strategies that enhance adoption, derive business outcomes, and drive growth
• 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 enterprise accounts.
• Demonstrated success in leading enterprise account governance models and customized success plans.
• Proven success in driving technology adoption and customer business transformation to ensure value realization, driving account expansion and increasing lifetime value.
• Experience identifying, qualifying or supporting upsell, cross-sell and next-sell opportunities in enterprise settings.
• 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.

#Senior #LI-KH1

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, Unilever, P&G, ExxonMobil, Cisco 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 a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:

• Flexible vacation and Kinaxis Days (company-wide days off)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

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 recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

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.