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About the Role
As a Senior Customer Success Manager, you will be responsible for the strategic development of our tier 1 and 2 customers’ business processes, understanding their needs, and developing/maintaining executive/senior level customer relationships. You will proactively identify customer needs, communicate measurable delivered value, and monitor key performance metrics to drive improvements. Your success will be measured by customer satisfaction, NPS, reference-ability, and documenting the value RELEX brings through KPI measurement. Net Revenue Retention (NRR) is a core outcome metric, achieved by ensuring customer happiness, demonstrating value with KPIs/ROI, managing governance, and identifying expansion opportunities in collaboration with Sales.
Responsibilities
- Responsible for customer development and relationship management with our customers C-level
- Develop and maintain executive/senior level customer relationships
- Proactively identify customer needs and communicate measurable delivered value
- Monitor customer’s key performance metrics and take necessary actions to improve
- Achieve Net Revenue Retention (NRR) by keeping customers happy, proving measurable value with KPIs/ROI, running strong governance and stakeholder coverage, and spotting/creating expansion opportunities in close collaboration with Sales
Requirements
- 10+ years’ experience in B2B relationship building on executive/senior level
- Experience developing customer accounts and building relationships towards C-level in large organizations
- Experience working with customers in Supply Chain for retail grocery, DIY, fast-moving consumer goods (FMCG)
- Experience in strategic account management
- Proven track record in commercial growth for your customer base
- Process and software solution experience in Supply Chain Management (demand planning, inventory management, replenishment), Space & Assortment, Promotions and Markdown, or Workforce (management, optimization, workload forecasting)
- Excellent communication skills in English
- Must be based in Melbourne or Sydney
- Must hold a valid work permit
Skills
- B2B relationship building
- Executive/senior level relationship management
- Customer account development
- C-level relationship building
- Supply Chain Management
- Demand planning
- Inventory management
- Replenishment
- Space & Assortment
- Promotions and Markdown
- Workforce management
- Workforce optimization
- Workload forecasting
- Communication skills
Location
- Australia
- Melbourne
- Sydney
Work Type
- Full-time
Experience Level
- Senior
- 10+ years
Benefits
- Flexibility in how and where you work
- Room to thrive in a fast-growing global company with a good market position
- Practical benefits that support work, family, wellness, and everyday life
- Annual leave
- Diverse, inclusive, and supportive work culture
- Work that meaningfully reduces waste and improves sustainability
- Ownership, autonomy and flat hierarchies
- Two paid volunteering days each year
About the Company
- RELEX Solutions delivers a unified supply chain planning platform for retailers and manufacturers, enabled by proven AI technology.
- We help companies optimize demand forecasting, replenishment, merchandising, pricing and promotions, supply chain operations, and production planning across the end-to-end value chain.
- With a global team of over 2,000 professionals, we work side-by-side with our customers to solve real problems with lasting impact.
- Companies trust RELEX to increase product availability, boost sales, deliver actionable insights, improve sustainability, and drive profitable growth.
- We are a global community of different cultures, voices, and experiences. We celebrate what makes us unique and connect through what we share, in an authentic and safe environment. Together we shape the future, and each other.