Customer Success Manager

The Customer Success Manager (CSM) is responsible for driving customer insights and success programs for B2B customers, ensuring long- term partnerships, sustainable growth, and superior customer experience. This role works cross- functionally with Sales, Trade Marketing, Sales Operations, and Commercial teams to optimize customer performance, engagement, and value realization.
Customer Success Strategy & Insights

Collect, analyze, and translate customer data and insights into actionable recommendations for Sales, Trade, and Commercial teams.
Monitor customer health, performance, and adoption to proactively identify risks and growth opportunities.
Develop and execute B2B customer success programs to improve retention, engagement, and lifetime value.

Trade Activities & Customer Programs

Coordinate and manage trade activities (promotions, sell- in/sell- out programs, joint business plans) to support customer growth.
Track the effectiveness of trade activities and propose optimization initiatives.
Partner with Trade Marketing and Sales to ensure effective execution of customer programs at trade level.

Sales Operations & Performance Management

Support sales teams with data- driven insights to improve customer outcomes and execution quality.
Monitor and analyze sales performance metrics (sell- in, sell- out, distribution, conversion, productivity).
Work closely with Sales Operations to improve sales processes, tools, reporting, and forecasting accuracy.

Customer Experience Optimization

Act as the voice of the customer, ensuring customer needs are reflected in commercial decisions.
Identify friction points and collaborate with internal teams to enhance service efficiency and satisfaction.
Design and continuously improve B2B customer experience journeys across touchpoints (ordering, delivery, communication, after- sales).

Reporting & Continuous Improvement

Provide regular insights and recommendations to Commercial Leadership.
Drive continuous improvement initiatives based on data, feedback, and market trends.
Build dashboards and reports to track customer success KPIs (retention, growth, satisfaction, program effectiveness).

Job Requirements

Experience in customer experience or process improvement projects
5+ years of experience in Customer Success, Sales Operations, Trade Marketing, Key Account, or Commercial roles in B2B environments.
Proven track record in driving customer programs and improving sales or customer performance.
Strong analytical and problem- solving skills with a data- driven mindset.
Strong communication and presentation skills.
Experience working with distributors, key accounts, or enterprise B2B customers.
Ability to translate insights into practical actions and business impact.
Experience in FMCG, beauty, healthcare, pharmaceutical, or distribution- based industries.
Excellent stakeholder management and cross- functional collaboration skills.
Familiarity with CRM, BI tools, or sales analytics platforms.
Solid understanding of B2B sales processes, trade activities, and customer lifecycle management.

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Cập nhật gần nhất lúc: 2026-01-26 07:05:03