Customer Success Manager

About Inspectorio

Inspectorio is the leading AI-powered supply chain platform optimizing performance, building resilience, and providing intelligence across production chains for global brands, retailers, and their multi-tier suppliers.

Our innovative platform seamlessly connects and digitizes supply chain processes to optimize decision-making, while providing real-time visibility and control over production chain operations.

Today, Inspectorio is used by over 12,000 customers, including some of the largest brands and retailers in the world.

About the role

We're looking for a highly motivated Customer Success Manager to partner with our SMB-Key Accounts throughout their journey with Inspectorio. You will serve as a trusted advisor and guide them through best practices, driving platform adoption, and enabling measurable business impact. You will use data and insights to strengthen decision-making, align cross-functional teams, and support long-term customer success and growth.

What you'll do

• Manage a portfolio of key enterprise-level accounts, driving adoption, GRR, and NRR.
• Build strong relationships with customer stakeholders, including C-level executives, through regular check-ins, QBRs, and strategic conversations.
• Understand each customer's objectives, business processes, and success criteria to deliver tailored value and guide their adoption of roadmap.
• Advise customers on best practices for configuring and optimizing their quality, production, responsible sourcing, traceability, and compliance workflows within the Inspectorio platform.
• Analyze customer usage and performance data to provide insights, identify risks and opportunities, and recommend actions to improve outcomes.
• Lead renewals and support expansions by proactively identifying upsell and cross-sell opportunities and partnering with Sales as needed.
• Troubleshoot common issues and coordinate with internal teams to resolve escalations efficiently.
• Collaborate closely with Product to communicate customer needs, stay updated on new features, and ensure customers maximize product capabilities.
• Maintain accurate documentation of customer health, adoption of milestones, activities, risks, and configurations.
• Contribute to improving playbooks, processes, and enablement materials to enhance consistency and customer experience.

Qualifications

• A minimum of 3+ years in a customer-facing role (Customer Success, Account Management, Consulting or similar), demonstrating a strong track record of success.
• Fluency in English and Spanish is a must.
• Strong interpersonal skills with the ability to build rapport and trust with clients.
• Excellent communication and presentation skills, both written and verbal.
• Strong consulting skills, including the ability to run discovery sessions, understand customer processes, and translate them into actionable platform configurations or recommendations.
• Ability to prioritize, multitask, and manage time effectively in a fast-paced environment.
• Analytical mindset with the ability to interpret data and trends.
• Experience working in a cross-functional team environment.
• Familiarity with CRM software and customer success tools is a plus.
• Ability to establish and grow in senior-level relationships (Directors, VP, etc.) being seen as a trusted advisor.
• Comfortable to own and manage quarterly objectives and quotas.

Benefits

Why it would be awesome to work with us

• Unlimited Annual Leave: We prioritize your well-being and trust you to manage your time.
• Flexible Working: Whether from home, a coffee shop, or our global hubs, work where you're most comfortable.
• Project Ownership: You get to lead the initiatives you're passionate about, professionally or socially.
• Grow with us: We're invested in your personal and professional development.

• Global, diverse, and innovative team: Be part of a welcoming community from 30+ countries, where unique perspectives drive innovation.

• Feel at home: Work closely with colleagues who value your voice, share our E.A.C.H. values, and help you be the best version of yourself.

• Celebrate together: Enjoy remote and hub company and team events that strengthen our bonds and build a fun culture.

Our Values

• EXCELLENCE: We pursue mastery and craftsmanship. "Good enough" is our enemy. We have a thirst and desire for knowledge. There's always an opportunity to be better.

• AUTONOMY: We act independently when recognizing opportunities for improvement. We seek guidance and clear goals instead of orders. We self-assess the quality and impact of our work.

• COURAGE: We share our opinion, even if it's uncomfortable. We are candid with colleagues. We are willing to experiment and try something new, even if we're not sure it will succeed.
• HUMBLENESS: We crave opportunities to learn from the people around us. We leave our egos outside the office. We focus on listening to other perspectives.