Vacant job

The Customer Success Manager (CSM) is a member of the account team* and the role is responsible for ensuring consistent customer satisfaction, efficient operational delivery and execution on contracts, and strong alignment between customer commitments and commercial targets. And by that securing long-term customer retention. The role defines and oversees the global Customer Success strategy for the account, drives continuous improvement, and represents the customer voice internally to support retention, renewals, and long-term partnership success *Account Team refers to Global Team led by Key Account Manager or Account Manager. Direct Reporting Line to Regional Customer Success Manager and Functional reporting line to Key Account Manager for the respective Account supported.

Key Responsibilities

Point of contact to customer for operational related topics (through post contract signing, i.e., the execution phase of contracts) • Ensures KAM and Account Manager(s) and other stakeholders are briefed on operational performance, potential risks, and escalation statuses • Represents customer voice for the account internally in WalWil in discussions on strategic direction and priorities • Serves as the global escalation lead for the account, ensuring a "One WW" experience by bridging the gap between customer expectations and operational execution, drives resolution with BU Operations • Leads the preparation and delivery of structured Business Reviews with the customer, translating operational data into actionable insights that demonstrate the partnership's value • Proactively manages the CSAT (Customer Satisfaction) lifecycle, developing and executing robust action plans based on customer feedback and "voice of customer" data • Maintains high levels of transparency and trust through proactive communication, ensuring the customer is aligned with WWs operational capabilities and constraints.

Operational Governance & Service Delivery Coordination:

Contractual Integrity & KPI Oversight: Owns the end-to-end monitoring of SLAs (Service Level Agreements) and KPIs, driving root-cause analysis (RCA) and permanent resolution for any service deviations. Ensures WalWil service delivery meets contractual obligations and performance standards. • Leads handover from contract signing to operational execution (i.e., implementation of the contracts), ensuring full alignment of SOPs (Standard Operating Procedures) • Capacity & Demand Orchestration: Acts as the primary interface for volume prioritization, synthesizing customer demand forecasts to help Business Units optimize capacity and operational readiness. • Escalation Orchestration: Coordinates internal stakeholders to resolve complex operational disruptions, ensuring the CSM acts as the conductor rather than the primary problem-solver for functional tasks (e.g., Finance/IT). • Financial Health & Compliance: Monitors DSO (Days Sales Outstanding) and billing accuracy, ensuring the account operates within financial targets and adheres to global compliance standards. • Manages large disruption cases (e.g., USTR, Suez) internally and externally • Works with Operation to continuously improve service quality.

Strategic Commercial Enablement (Growth & Insights):

The role defines and oversees the global Customer Success strategy for the account, drives continuous improvement, and represents the customer voice internally to support retention, renewals, and long-term partnership success • Leads, drives, and participates in continuous improvement and transformation initiatives globally related to Customer Success, to account for increased customer satisfaction and to ensure success of renewal and retention strategy • Supports KAM in securing contract renewals by providing data points of delivery performance, service excellence, and identifying "at-risk" areas early in the contract lifecycle. • Lead Generation & Expansion: Leverages deep system and process knowledge to identify hidden inefficiencies or untapped needs within the customer's supply chain and identifies and qualifies tactical growth opportunities (new trades, lanes, or services) to generate new opportunities • Digital & Green Adoption: Drives the adoption of WWs digital visibility tools and sustainability initiatives (e.g., BAF 2.0), positioning these as essential value-adds to the customer’s outbound supply chain.

What We’re Looking For Stakeholder Management and communication • Relationship: Well-developed interpersonal skills with a track record of building trust across organizations • Executive Communication: Excellence in articulating complex operational issues clearly and confidently to both tactical teams and senior management. • Interpersonal Influence: Strong ability to build trust-based relationships across diverse regions, cultures, and business units. Business & Commercial Acumen • Demonstrates customer insight to understand value drivers and WalWil impact on business with empathy and ability to manage expectations tactfully. Adaptive Mindset & Execution • Solution-Oriented Leadership: A proactive mindset with the ability to navigate complex global supply chain challenges and drive consensus without direct authority. • Analytical skills: Ability to synthesize data into meaningful performance stories and root cause solutions. • Operational Rigor: Highly structured approach to work with meticulous attention to detail, quality, and CRM discipline. • Experience with, or interest in, continuous improvement, transformation, and standardization of customer success processes. Education Background & Work Experience • Experience within Customer success / care / support, account management and/or shipping, logistics, or SCS operations • Bachelor’s degree in business, engineering, or supply chain, or equivalent experience • 5-10 years working experience.