Customer Experience Manager

US (Remote) Customer Success

About Us

We are a dynamic, rapidly growing global company and the innovators of service-driven supply chain planning software. For more than two decades, we’ve been helping companies around the world overcome demand volatility and supply chain complexity so they can deliver outstanding service to their customers and bottom line.

Our solutions have been recognized by customers globally and analyst firms, such as Gartner, for our ability to support service and inventory trade-offs, while dramatically improving planner productivity. ToolsGroup has been successfully deployed worldwide in more than 44 countries, and we have one of the highest customer retention rates in our industry.


About the Role

We are seeking a highly motivated and customer-centric individual to join our growing Customer Success team as a Customer Experience Manager. In this role, you will play a crucial part in ensuring the success, satisfaction, and retention of our valued customers who utilize our supply chain software SO99+.

The ideal candidate is passionate about building strong customer relationships, possesses a deep understanding of supply chain processes, and is adept at delivering exceptional customer experiences.


Main Responsibilities

  • Customer Health and Retention: Monitor the health of assigned customer accounts across different dimensions and develop strategies cross-functionally to improve the account health and retain your book of business.
  • Product Value Measurement and Planning: Measure and report on value delivered by our supply chain software SO99+ via regular Business Reviews with the customer and in collaboration with our Account Management team. Collaborate and plan with the customer for future value attainment through expanded product use, product and feature upsells, or additional services delivery to the customer as needed.
  • Relationship Building: Establish and maintain strong relationships with key customer stakeholders to understand their business goals, challenges, and requirements.
  • Product Expertise: Develop a deep understanding of our supply chain software and its functionalities to provide expert guidance and advice to customers.
  • Customer Onboarding: Act as a consultant and advisor together with our Professional Services organization to guide customers through onboarding, ensuring a smooth and efficient implementation of our supply chain software.
  • Training and Education: Partner with Professional Services on training sessions and workshops to educate customers on the optimal use of our software, ensuring they maximize its benefits.
  • Support: Work closely with the Customer Care team when necessary, as day-to-day support issues arise. Anticipate customer needs and proactively address potential issues or concerns.
  • Voice of the Customer: Act as a customer advocate within the company, representing customer interests and providing feedback directly to our Product team to improve or implement new product features and functionality.
  • Renewals and Upsells: Support the Account Management team to identify opportunities for upselling and ensure timely renewals of customer subscriptions.



  • Bachelor's degree or equivalent experience in Business, Marketing, Supply Chain Management, Inventory Planning, or related field.
  • Proven experience in customer success, account management, or a related customer-facing role with a track record of meeting and exceeding customer satisfaction and retention goals.
  • Strong understanding of supply chain processes, with experience in demand forecasting, inventory optimization, and replenishment planning.
  • Excellent communication and interpersonal skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Familiarity with CRM tools (Salesforce) is a plus.


Why Join ToolsGroup?

As a dynamic, rapidly growing international software company, we foster a culture of innovation, collaboration and empowerment.

We care about our people. They are the engine that propels ToolsGroup to innovate – pushing the boundaries of what’s possible. By choosing to work at ToolsGroup, you’ll discover there are many reasons you will enjoy being part of our team.

Beyond surrounding yourself with the very best and brightest, you will be rewarded with competitive compensation, unlimited vacation policy, excellent benefits and career growth opportunities. You’ll become part of a company where teamwork and collaboration are paramount.

If you are curious, smart and passionate about making a meaningful impact on the world of supply chain then we want to hear from you.


Equal Opportunity Employer

ToolsGroup provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

ToolsGroup is an E-Verify employer, to learn more please visit E-Verify.gov


Notice to third-parties

The ToolsGroup Human Resources team manages the recruitment and employment process. Note that ToolsGroup will only accept resumes from a third-party recruiter or placement agency if a fully-executed, written search agreement is in place at the start of the recruitment effort for a specific position and only if ToolsGroup HR has engaged with that firm for support.

Unsolicited resumes sent to ToolsGroup from third-party recruiters and placement agencies do not (a) constitute any type of relationship with ToolsGroup or (b) obligate ToolsGroup to pay fees should we elect to hire from those resumes. Please do not contact or present candidates directly to any ToolsGroup personnel.