Strategic Customer Success Manager

Who are we? 

Logiwa is a premier provider of warehouse management and fulfillment software, offering cloud-based solutions designed for modern business needs. Our Logiwa IO Fulfillment Management System is crafted to support businesses in various sectors, including B2C, DTC, and third-party logistics (3PL). Unlike legacy WMS solutions, we deliver an agile, scalable, and innovative approach tailored to meet the demands of high-volume fulfillment.

With headquarters in Chicago and Istanbul, we operate internationally, assisting companies across North America, Europe, and Asia with cutting-edge warehouse management technologies.

Why work at Logiwa?

At Logiwa, our mission is to fulfill brilliantly. We aim to revolutionize fulfillment by combining innovative technology with human expertise, enabling businesses to operate smarter, faster, and more sustainably.  We envision a future where companies of all sizes can easily navigate the complexities of modern supply chains, optimize workflows, reduce costs, and enhance customer satisfaction. By combining cutting-edge technology with real-time insights, we strive to make supply chains smarter, more agile, and better connected.

We fulfill brilliantly for our people as well. 

At Logiwa, we prioritize accountability, responsiveness, and togetherness. We stand by our work with reliability and trust, ensuring everyone can count on us. Staying connected is key. We listen, respond, and value every conversation to build meaningful relationships with our customers and our coworkers, locally and across the globe.  Our collaborative spirit drives us to grow, learn, and innovate as a team, celebrating each other's successes and achieving more together.

Logiwans are creative innovators, analytical thinkers, supply chain specialists, relationship builders, and more. If you’re looking for a small but mighty team where your ideas have impact, and your career can take off, then Logiwa is a great place for you!

Strategic Customer Success Manager

As Logiwa’s Strategic Customer Success Manager, you will be responsible for owning and nurturing relationships with our most strategic, high-value customers. You'll serve as a trusted advisor, directly influencing the long-term success and growth of our top accounts. Your work will be critical to maximizing the value they derive from our platform and solidifying Logiwa's reputation as a leading partner in the supply chain industry.

What You'll Do

• Drive Business Impact: You won’t just manage accounts; you will be a strategic partner, directly contributing to our company’s revenue growth and customer retention goals. You'll translate customer needs into actionable insights that inform our product roadmap and business strategy.
• Own Strategic Customer Relationships: Develop and maintain deep, long-term relationships with a portfolio of key enterprise customers, acting as their primary point of contact and advocate within Logiwa. 
• Drive Customer Success & Value: Proactively engage with customers to understand their business objectives, identify opportunities for product adoption and expansion, and ensure they achieve their desired outcomes.
• Strategic Account Planning: Collaborate with customers to develop and execute comprehensive success plans, including business reviews, health checks, and strategic roadmap discussions.
• Issue Resolution & Escalation: Act as a critical point of contact for customer inquiries and issues, coordinating with internal teams (e.g., product, support, sales) to ensure timely and effective resolution.
• Identify and Pursue Growth Opportunities:  Build relationships with senior leaders and other business units to discover expansion opportunities within existing accounts. 
• Advocate for Customers: You’ll become an expert in your customers’ commercial strategy, serving as both a trusted advisor to their business, and the voice of the customer to Logiwa’s internal teams. You’ll work closely with the Product team on how customer feedback informs Logiwa’s product development and strategy. 
• Product Expertise: Maintain a deep understanding of our product capabilities and new features to effectively advise customers on best practices and optimal usage.
• Risk Management: Proactively identify and mitigate churn risks, developing strategies to re-engage at-risk accounts.

You Have:

• 7+ years of experience in Customer Success or Account Management within a B2B SaaS environment, specifically managing strategic or enterprise accounts.
• Proven track record of building and maintaining strong, long-lasting customer relationships.
• Proven experience navigating upward within large organizations and identifying and closing white space opportunities within existing accounts. 
• Deep understanding of the customer lifecycle and customer success best practices.
• Exceptional communication, presentation, and interpersonal skills, with the ability to engage confidently with C-level executives and various stakeholders.
• Strong analytical and problem-solving abilities, with a data-driven approach to understanding customer health and identifying solutions.
• Ability to influence and persuade at all levels of an organization.
• Proactive, self-motivated, and results-oriented with a strong sense of ownership.
• Experience with CRM software (we use HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero.)

While Logiwa has a flexible hybrid working model, you must be located within the Chicagoland area to conduct frequent visits to customers in downtown Chicago.

The salary range for this role is $155,000-$170,000 per year, depending on years of experience. This position is also eligible for an annual bonus, depending on attainment of individual goals and metrics and company revenue performance.

Benefits:

At Logiwa we offer:

• Flexibility to work fully remote, or hybrid if you desire (Our Chicago office has free breakfast and snacks daily, as well as a weekly happy hour!)
• 15 days of paid time off + 5 personal days annually, 12 paid company holidays, and your birthday as a paid holiday
• 100% employer-paid health and dental insurance
• Other insurance offerings including: vision, life, legal, and pet insurance
• 401(K) and free access to a confidential certified financial advisor
• Employee Assistance Program - confidential counseling and advice available by phone, web, or text
• Community engagement opportunities like quarterly volunteer days

Equal Opportunity Employer

At Logiwa we know that we all achieve more together, so we believe in the power of diversity. We do not discriminate based on race, color, sex, gender expression or identity, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military service or discharge status. We think that our diverse backgrounds help us learn from each other, create a stronger company culture, and provide better service for our customers. There is only one you in the world, and we want you to bring your unique self to work with us.

Is this not the right job for you? No worries! Take a look at some of our other openings and see if there may be something else that catches your eye! 

Find More About Us 🔎 :

• Our Company: https://www.logiwa.com/company
• Our Career Page: https://www.logiwa.com/careers
• Logiwa in the Press: https://www.logiwa.com/company/press-news
• Our Tech stack : https://stackshare.io/logiwa/logiwa