Senior Client Success Manager

Senior Client Success Manager (Sr. CSM)We are seeking a highly strategic, commercially driven, and operationally experienced senior client success manager to lead and scale relationships with our most critical 3PL and food logistics partners. In this role, you will own the contract, revenue, and relationship, and provide strategic direction to cross-functional teams.You will also help the client prioritize according to execution, bandwidth of your own teams, and process capabilities.Key ResponsibilitiesClient Relationship & Commercial OwnershipAccount Management: Serve as the primary owner of the client relationship, acting as the executive escalation point and strategic partner for key accounts.Contract & P&L Management: Own the commercial health of assigned accounts, including contract compliance, payment terms, profitability, and capture of all Value Added Services (VAS) revenue.Contract Negotiations: Lead contract renewals, scope expansions, pricing discussions, and service change management initiatives.Revenue Growth: Identify opportunities for account expansion, operational growth, and additional value-added services within existing partnerships.Quoting & Estimation: Lead the scoping and quoting process for new projects, ad-hoc requests, and seasonal surges by evaluating labor, material, storage, and operational costs to ensure target margins are achieved.Business Development Support: Support onboarding and sales initiatives by presenting operational capabilities and solution strategies to prospective customers.Operational Strategy & DirectionStrategic Leadership: Translate client business objectives into clear operational strategies and execution plans across warehouse and fulfillment operations.Cross-Functional Direction: Provide strategic direction and prioritization to Technical Program Managers (TPMs), Operations teams, and Continuous Improvement Engineers to ensure successful execution of client initiatives.Performance Monitoring: Monitor operational performance against Service Level Agreements (SLAs) and partner with Operations leadership to drive service excellence and continuous improvement.Business Reviews: Lead Weekly Business Reviews (WBRs) and recurring client meetings, presenting KPIs such as fill rates, inventory accuracy, waste reduction, throughput, and yield performance.Executive Reporting: Develop executive-level reporting and KPI dashboards that highlight operational trends, risks, opportunities, and overall account health.Account Ownership: Maintain full ownership of customer satisfaction, operational stability, financial performance, and long-term account scalability.Project Management & Launch ExecutionProject Pipeline Management: Own the strategic roadmap and prioritization of active and upcoming client initiatives, including new product launches, packaging transitions, seasonal programs, automation projects, and process improvements.Project Execution: Lead cross-functional project execution from concept through launch, ensuring timelines, budgets, operational readiness, and client expectations are successfully met.Continuous Improvement: Partner with Engineering, Operations, and Continuous Improvement teams to implement scalable processes and operational efficiencies.Risk Mitigation: Proactively identify and mitigate operational risks, process gaps, resource constraints, and escalation points before they impact service or client experience.Cold Chain & Compliance: Act as the guardian of the client's product integrity. Understand their specific Food Safety and Cold Chain requirements and ensure standards are maintained.QualificationsEducation & ExperienceBachelor's Degree required. Preferred fields: Industrial Engineering, Supply Chain Management, Business Administration, or Food Science.7+ years of experience in a client-facing role within a technical environment (3PL, Contract Packaging, Manufacturing, or Supply Chain Consulting).Operational Background: Experience in Food & Beverage Manufacturing or Cold Chain Logistics is non-negotiable.Technical & Professional SkillsCommercial Acumen: Demonstrated experience creating quotes, managing complex contracts, and understanding P&L statements.Leadership: Ability to provide clear, authoritative direction to cross-functional teams without direct HR reporting lines.Data Proficiency: Ability to synthesize complex operational data into clear, actionable executive summaries for clients.Data Analysis: Advanced Excel/Google Sheets skills or SQL knowledge to analyze production data, inventory and labor costs.Experience with Lean Six Sigma and Manufacturing Practices.Experience with Scrum and Agile Methodologies.AttributesThe "General Manager" Mindset: View your client account as your own business unit, taking full responsibility for its profitability and operational excellence.Negotiator: Capable of pushing back on unreasonable client requests or negotiating timelines when operational constraints require it.Success MetricsClient Retention & NPS: Maintaining high satisfaction and trust.Revenue Capture: 100% capture of billable VAS and accurate project quoting.SLA Adherence: Ensuring the Ops team meets the metrics promised to the client.Details Of Position & BenefitsSalary range: $110,000 - $120,000.Comprehensive medical, dental, and vision insurance.401(k).Annual Misfits grocery box credit of $1,200 paid in weekly installments.Life insurance.Paid vacation time.Paid holidays.Paid sick days.Commuter benefits.J-18808-Ljbffr