Customer Success Manager

Overview

SupplyHive™ is seeking a high-energy Customer Success Manager to lead relationships with our enterprise clients and drive measurable value from our AI-enabled Supplier Performance Management platform. This role requires someone who builds trusted relationships while confidently guiding customers, setting expectations, and pushing back when needed to ensure successful outcomes. A key responsibility of this role is identifying, nurturing, and closing renewal, upsell and expansion opportunities in partnership with Sales. Experience with enterprise SaaS, AI-driven products, and procurement technology is a strong plus.

This is not an entry-level Customer Success position. Candidates must have at least 3 years of demonstrated experience working directly with enterprise customers.

Responsibilities:

• Own and manage enterprise customer relationships, balancing strong rapport with the ability to guide, challenge, and set clear expectations.
• Identify, develop, and own renewal, upsell and expansion opportunities in partnership with Sales.
• Lead onboarding, deployment, configuration, and adoption of SupplyHive’s SPM/SRM platform.
• Monitor customer health & usage, proactively address risks, and drive strong adoption and retention.
• Deliver training, demos, and business reviews that highlight value and expansion pathways.
• Collaborate with Product to relay customer priorities for new features, enhancements and workflows.
• Analyze customer data to demonstrate ROI and strengthen supplier performance programs.

Required Qualifications:

• Bachelor’s degree required
• 5+ years of Customer Success or Account Management experience
• 3+ years working with enterprise SaaS customers ($100K+ ARR)
• Experience with AI-enabled SaaS products and ability to drive business value with AI insights.
• Procurement tech, supplier management, or supply chain experience is a strong plus.
• Proven ability to identify and drive upsell and expansion opportunities.
• Exceptional communication skills, able to manage tough customer conversations and set boundaries.
• High technical aptitude with comfort in configuration, integrations, and data-driven workflows.
• Strong analytical and problem-solving skills; detail-oriented and committed to customer outcomes.
• Ability to thrive in a fast-paced and evolving startup environment.

About SupplyHive

SupplyHive centralizes supplier performance management into an easy to use digital platform with a unique combination of quantitative metrics, 360-degree assessments, AI and machine learning algorithms. We are proud to count dozens of Fortune 500 corporations as customers who use it every day to elevate supplier performance and strengthen partnerships.