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Salary: USD 87,506 - 120,000 / annual
Inspectorio is an AI-powered supply chain platform used by over 12,000 customers, including major global brands and retailers. The platform optimizes performance, builds resilience, and provides intelligence across production chains through real-time visibility and control over operations.
As Lead Customer Success Manager, you will serve as a trusted business partner and technical liaison to the company's largest enterprise customers. You will manage the full customer lifecycle, from onboarding through expansion, ensuring successful adoption of the platform and maximizing customer ROI.
Key responsibilities include:
• Managing and measuring IT project milestones and successes, including customer onboarding, workflow deployments, module expansions, and digital transformation initiatives to drive customer satisfaction, ROI, and annual recurring revenue.
• Establishing processes and frameworks to ensure efficient team operations while maintaining adherence to budget, scope, and schedule.
• Conferring with project personnel, including customer success associates, to identify, troubleshoot, and resolve technical or operational problems.
• Conducting business analysis on process mapping and advising customers on IT product/platform configurations.
• Driving business development efforts by forecasting accurately, identifying product-market fit opportunities, and leading customers through the full impact journey.
• Configuring and operationalizing technical platform components, including user roles, permissions, automation rules, workflows, attributes, data-validation logic, quality-program parameters, and integrations.
• Managing enterprise implementations across multiple modules (Sight, Risk, Traceability, Lab Testing, Production Monitoring) and ensuring interoperability and data consistency.
• Serving as the primary technical escalation point, translating customer business requirements into functional and technical specifications, and collaborating with engineering and data-science teams.
• Defining changes in IT contracts, subscription agreements, NDAs, and contract riders.
• Overseeing system testing and validation activities, including data audits, configuration reviews, and user acceptance testing (UAT).
• Travel required up to 25% annually within the US and Canada.
Tools and technologies: HubSpot, Totango, Salesforce, Jira, Confluence, Asana, Miro, Figma, BigQuery, Google Cloud Platform, Excel (Advanced), Google Sheets (Advanced), and the Inspectorio Platform.
QUALIFICATIONS:
Bachelor's degree or equivalent in Business Administration, Economics, or related field. Two (2) years of experience in a related occupation. Additionally, must have 24 months of experience with each of the following (employer will accept concurrent experience):
• Managing and measuring success of information technology projects, including ROI
• Driving business development efforts for information technology products using Salesforce, B2B, and SaaS
• Defining changes in IT contracts, subscription agreements, NDAs, and similar contract riders
• Conducting business analysis on process mapping and advising customers on IT product/platform configurations
• Utilizing tools and technologies: HubSpot, Totango, Jira, Confluence, Asana, Miro, Figma, BigQuery, and Google Cloud Platform
