About the role
Our customers are mid-cap to enterprise retailers, brands, manufacturers, and 3PL operators. Average ACV is significant. Average relationship age is 3+ years. We don't do "high-touch" theater. We do "the CSM was in the meeting when the CFO approved the savings model" actual touch.
You will be the senior CSM in your region, with one junior CSM rolling up to you within 12 months.
What you'll do
- Own a portfolio of 8 to 12 enterprise FTZ programs. Quarterly business reviews, executive sponsorship, contract renewals.
- Lead the customer's first year. New customer onboarding (with the compliance team), week-four production filings, and the 90-day "did we deliver what we promised" review.
- Drive expansion. The customer adds a second zone, a new module, a new geography. You should see it coming a quarter ahead.
- Build the customer-facing playbooks. Our customers tell their CFOs about Mamora savings on quarterly calls. You make sure those numbers are defensible.
- Triage and escalate. When a customer hits a problem, you own the response, including bringing in engineering or compliance.
- Run the regional customer roundtable in your geography. Twice a year, in person, with food worth showing up for.
What you bring
- 6+ years in enterprise B2B SaaS customer success. Average ACV of your prior book: meaningful five figures or higher.
- Track record of leading post-sales engagements that included CFO or COO sponsorship. Not just product owners.
- Comfort with technical detail. You will not need to write code, but you must understand a reconciliation report well enough to defend it.
- Demonstrated retention and expansion numbers in your prior roles. We will ask.
- Willingness to travel 15 to 25%. Most customers want at least 2 onsite visits per year.
Bonus
- Background in supply chain, logistics, retail, or 3PL operations.
- You've led customer renewals in a complex pricing model.
- You speak fluent CFO. Spreadsheets do not scare you.
- Prior experience as an operator on the customer side. Bonus points if you've been the person Mamora would be selling to.
How we hire
Four conversations. (1) Recruiter intro, 30 minutes. (2) Hiring manager (Head of Customer Success), 60 minutes. (3) Customer simulation: a 60-minute mock QBR with our VP Compliance playing a customer. We'll send the brief 48 hours in advance. (4) Cross-functional panel with one engineer, one PM, and one sales rep, 75 minutes.
From first conversation to offer: typically 2 to 3 weeks.