Executive Customer Success Manager

🕒 April 28

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Neogrid

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1999

🏢 Enterprise

🛍️ eCommerce

🛒 Retail

Enterprise • eCommerce • Retail

Neogrid is a multinational company that specializes in providing intelligent solutions for supply chain management. The company offers a range of services that enhance the efficiency of retail and industry operations, leveraging data analytics for competitive intelligence, inventory management, trade marketing, and e-commerce solutions. Neogrid aims to optimize processes and improve decision-making across the consumption chain, making it a leader in its field.

📋 Description

• Ensure retention, expansion and continuous value delivery for the customer base of the Collaborative Intelligence business unit (BU) • Define the Customer Success strategy aligned with the BU’s growth targets • Design and implement segmentation and account coverage models • Ensure predictability of churn, renewals and expansion • Serve as the voice of the customer within the BU’s strategy • Drive engagement of the Customer Success team and leadership • Lead renewals and upsell strategies • Ensure execution of executive QBRs together with leadership teams • Monitor customer health scores and churn risk • Engage directly with strategic accounts • Define and track KPIs (GRR, NRR, churn, expansion, NPS, LTV) • Build a renewal forecasting model • Implement executive rituals for portfolio management • Ensure alignment with commercial targets • Ensure real capture of value from Collaborative Intelligence solutions • Connect the product roadmap to customer needs • Develop CSMs with a consultative and executive posture • Establish a data-driven culture focused on financial impact • Ensure alignment between strategic messaging and operational delivery • Gross Revenue Retention (GRR) • Net Revenue Retention (NRR) • Churn Rate • Expansion Revenue • Net Promoter Score (NPS) • Portfolio Health Score

🎯 Requirements

• Fluent in English or Spanish • Degree in Business Administration, Engineering, Economics, Technology or related fields • Proven experience leading Customer Success teams in SaaS companies • Demonstrated track record of impact on retention, expansion and Net Revenue Retention (NRR) • Experience managing strategic accounts • Experience with renewal, upsell and expansion models • Experience managing leaders and Customer Success Managers (CSMs) • Strong understanding of recurring revenue management (ARR / NRR / churn) • Ability to build strategic relationships with executive stakeholders • Analytical capability to manage health scores and churn risk • Consultative mindset focused on value creation • Ability to lead executive QBRs • Strong data orientation and revenue predictability • MBA or postgraduate degree in Business Management, Strategy or Customer Experience is a plus • Management tools: Sensedata, Dynamics and Sênior • Experience with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) • Experience with CRM and commercial management tools (e.g., Salesforce, HubSpot) • Work orientation toward data, metrics and portfolio performance analysis • Familiarity with productivity and collaboration tools • Customer Success certification (CCSM) • Customer Experience certification (CCXP) • Agile methodology certification (e.g., CSM) • Courses in Customer Lifecycle Management • Courses in Revenue Operations (RevOps)

🏖️ Benefits

• Health insurance • Dental plan • Life insurance (extendable to legal dependents) • Pharmacy/medication assistance, extendable to children • Transportation voucher or parking allowance • Flexible meal/food allowance • Wellness support through Wellhub (formerly Gympass) and TotalPass • Day off during your birthday month • Parental support program (NeoBaby) • Unico Skill, external training and upskilling solution • Childcare assistance • Extended parental leave: 6 months for mothers and 30 days for fathers • Employee referral program, bonuses and more