Sr. Customer Success Manager (Ahuntsic)

Senior Customer Success Manager – Kinaxis

Location: Remote (Canada) – hybrid option for Ottawa.

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.
• Manage 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 Top100 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 drive 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.

We welcome candidates from all backgrounds.