Enterprise Customer Success Manager

About Us

No matter what the challenge – digital transformation, time to market, or brand authenticity - Loftware can help you make your mark. We understand how global supply chains work and know that each item you produce and ship is an expression of your company’s brand. We can help you improve accuracy, traceability, and compliance while improving the quality, speed, and efficiency of your labeling. Our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. Loftware also fosters supply chain agility and supports evolving customer and regulatory requirements, helping companies save over $200 million in fines annually.

We are seeking a passionate and driven Enterprise Customer Success Manager to join our growing team. The CSM will play a critical role in ensuring our largest customers are receiving maximum value from our solutions, fostering long-term partnerships, and driving customer retention and expansion.

Job Summary

As an Enterprise Customer Success Manager, you will be the focal point for setting up our Customers up to maximize Value, Health and Success through understanding our Customer’s Strategic initiatives, the business objectives that underline this and using this to be the true voice of the customer internally at Loftware. You will impact our customers immensely by helping them to realize their labeling ,artwork management and Clinical trials objectives by building meaningful relationships with each customer.

You will understand our customer’s needs and proactively identify ways in which they can interact with Loftware to achieve their goals! This role will report to the Manager of Customer Success and Partner with Loftware Customer Success, Sales, Services, Support, Product, Engineering and Marketing teams to ensure customers get tangible business value from Loftware to drive retention, while also collaborating to identify expansion opportunities of Loftware's enterprise software solutions.

Required Experience

• 4+ years in a SaaS environment customer success role managing accounts


• Enterprise Software experience, Supply Chain solutions a bonus.


• Proven results in retention, adoption, and expansion of enterprise accounts


• with $100K+ ARR.


• Experience using playbooks and strategic business plans for account management.


• Understanding Multiple product and Stakeholder Value propositions an advantage.


• Strong written and verbal communication skills.


• Passionate and excited about the prospect of helping build out our customer success processes and organization.


• Quick learner and can work effectively in a dynamic environment.


• Proactive mindset and excellent time management skills.


• Willing and able to travel domestically and abroad as necessary.

Key Responsibilities

Account Management & Strategic Partnership

• Manage a portfolio of roughly 30 - 40 customers. Build and maintain strong, long-term relationships with key stakeholders within enterprise accounts. Develop a deep understanding of their business needs and objectives. Partner with Sales to formulate joint account plans.

Customer Success Planning

• Collaborate with customers to create tailored success plans, ensuring alignment with their business objectives, and measuring success through defined KPIs.

Product Adoption & Training

• Proactively monitor customer usage and health metrics to ensure optimal adoption of the product. Provide training and resources to drive full utilization and success. Make sure that customers get maximum value from Loftware and give them insight into this by scheduling and/or running tech-touch activities (Webinars, Surveys, User Meetups, etc.).

Customer Advocacy & Feedback

• Act as the voice of the customer within Loftware, relaying feedback to product teams for improvements and enhancements. Advocate for customer interests while balancing company objectives.

Renewals & Expansion

• Partner with account management and sales teams to manage contract renewals and identify opportunities for upselling or cross-selling additional products/services.

Risk Management, Problem Solving and Customer Health

• Identify potential challenges or risks to Customer Health early on and Lead a cross functional team to develop strategies to mitigate them. Proactively address customer concerns and ensure swift resolution of issues.

Customer Business Reviews

• Conduct regular business reviews with customers to demonstrate ROI, review product performance, and align on future goals.

Internal Collaboration

• Work cross-functionally with sales, product, marketing, Professional Services, Engineering and technical support teams to ensure a seamless customer experience. Along with CS management develop playbooks and contribute to team strategy for new customer onboarding and customer growth/renewal to ensure ongoing customer success.

Additional Qualifications

Skills & Competencies

• Strong relationship management and communication skills, with the ability to influence and guide C-suite executives.


• Proven track record of driving customer satisfaction, retention, and expansion within enterprise accounts.


• Excellent problem-solving abilities, with a proactive and customer-centric approach.


• Ability to navigate complex organizational structures and build consensus across multiple departments.


• Strong analytical skills, with the ability to interpret data and customer feedback to drive decision-making.

Technical Proficiency

• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, Totango) is a plus.


• Comfortable with data analysis and reporting tools

Education

• Bachelor's degree in Business, Marketing, or a related field.


• MBA or relevant certifications are a plus.

Why Join Us?

• Opportunity to work with industry-leading enterprise clients.


• A supportive, dynamic, and innovative work environment.


• Competitive salary, performance bonuses, and comprehensive benefits.


• Growth and development opportunities within a fast-growing company.

Loftware is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.