Global Account Director – Customer Success

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Kinaxis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

💰 $33M Venture Round on 2000-05

Logistics • SaaS • Supply Chain Management

Kinaxis is a leading provider of supply chain orchestration solutions, specializing in AI-infused supply chain planning and management. Their flagship platform, Maestro, enables organizations to master complexity and optimize decision-making processes across the entire supply chain. By integrating advanced analytics with real-time data visibility, Kinaxis helps businesses improve operational efficiency, predict demand, and respond proactively to disruptions.

📋 Description

• Own executive-level relationships across a portfolio of global enterprise customers, deeply understanding their supply chain, strategic priorities, and business goals. • Develop and lead governance frameworks and multi-year transformation roadmaps in collaboration with customer stakeholders. • Drive customer success through orchestrated collaboration with Product, Services, Support, Sales, and partner ecosystems. • Act as a trusted strategic advisor to customer executives, ensuring Kinaxis solutions continuously align with evolving needs. • Lead global strategy execution, including identifying and enabling cross-sell, upsell, and expansion opportunities through deep business insight. • Manage license utilization, user adoption, and product value realization across business units and geographies. • Support escalations and serve as a trusted escalation point for high-impact issues, ensuring timely resolution and ongoing customer trust. • Lead and coach a small team of CSMs and/or Global Account professionals, providing ongoing feedback, performance management, and career development. • Guide your team through the planning and execution of global account strategies, ensuring alignment with customer and business goals. • Foster a culture of excellence, innovation, and accountability by setting high standards for customer outcomes and internal collaboration.

🎯 Requirements

• 10+ years of progressive experience managing Forbes Top 100 and global accounts, with a proven track record of leading high-impact, strategic client relationships and driving business transformation. • At least 5 years in a formal leadership capacity, managing customer-facing professionals or cross-functional teams in a global context. • Strong people management capabilities, including coaching, mentoring, and performance development. • Ability to set direction, manage team objectives, and foster a high-performance, customer-centric culture. • Exceptional communication, and collaboration skills with the ability to influence executive stakeholders and build consensus across cross-functional teams. • Demonstrated experience in developing and executing global customer account strategies, with a focus on business transformation, innovation, and identifying growth opportunities within customer portfolios. • Strong Expertise in Supply Chain Management, including deep knowledge of processes, systems, and industry best practices. • Demonstrated ability to identify Next-Sell, upsell, and cross-sell strategies, while collaborating closely with Sales to ensure seamless handover and alignment on growth opportunities. • Proven ability to work with SaaS solutions, leveraging technology to drive business outcomes and optimize supply chain operations. • Extensive experience utilizing Salesforce (SFDC) and Gainsight to manage customer relationships, track account health and opportunities, and driving proactive engagement. • Ability to travel up to 20% to global client sites, subsidiaries, and industry events as required, including APAC and EMEA regions.

🏖️ Benefits

• Flexible vacation and Kinaxis Days (company-wide days off) • Flexible work options • Physical and mental well-being programs • Regularly scheduled virtual fitness classes • Mentorship programs, training, and career development • Recognition programs and referral rewards • Hackathons