Senior Customer Success Manager (Supply chain experience)

Why project44? At project44, we believe in better. We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world. With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward. Headquartered in Chicago, IL with a 2nd HQ in Bengaluru, India we are powered by a diverse global team that is tackling the toughest logistics challenges with innovation, urgency, and purpose. AI at project44 We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you're building product, serving customers, managing people, or running operations, AI is a tool you're expected to use with intent, curiosity, and judgment. We don't expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team's AI fluency because we believe it's a competitive advantage for every person at project44, not just our engineers. If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk. What you’ll be working on: What you’ll be working on: Shift Time: 4:00 PM - 1:00 AM IST About The Role We are looking for a Senior Customer Success Manager to own a named portfolio of enterprise accounts across North America, working closely with Account Executives, Product, Support, and cross-functional teams to protect and grow project44’s existing customer base. In this role, you will serve as the primary strategic partner for your accounts — directly accountable for retention, expansion, and long-term customer health. You will build executive-level relationships, govern the renewal lifecycle, own escalation management, and drive measurable business outcomes. Own a named portfolio of enterprise accounts across North America with full accountability for gross revenue retention (GRR), net revenue retention (NRR), and account health — from renewal forecasting and risk identification through save plays and churn prevention. Build and execute joint success plans with each customer: translating their supply chain and logistics business objectives into a structured adoption roadmap. Lead structured Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) to connect platform outcomes to customer business goals. Own escalation management for accounts in your portfolio: coordinate cross-functional resolution across Product, Engineering, and Support. Represent the voice of your customers internally: channel structured product feedback, competitive signals, and use-case patterns to Product and Enablement teams with context and prioritization. Work North American business hours from Bengaluru (4:00 PM – 1:00 AM IST), building trusted, high-value relationships with enterprise customers and internal stakeholders across time zones and cultures. About You Basic Qualifications 5+ years relevant work experience in a Customer Success Tech Touch, Product Specialist, or Project Management role Experience working in SaaS companies Other Qualifications Supply chain, logistics, or freight technology domain experience is a good to have Proven track record of owning and growing a named book of enterprise accounts, with direct accountability for GRR, NRR, and renewal outcomes. Experience facilitating Executive Business Reviews or Quarterly Business Reviews with VP and C-suite stakeholders. Advanced AI fluency is…