Manager, Customer Success B2B

Who we are

More efficient. More accurate. More accessible. Exol is bringing industry-leading automation to businesses of all sizes through an innovative warehouse-as-a-service model.

What we need

Exol is seeking a Manager, Customer Success B2B to join our Customer Success team within our Customer Success organization. Your job will be to own strategic enterprise relationships and help our Consumer Packaged Goods, grocery, and food and beverage customers achieve their operational and business objectives through Exol’s Robotic Logistics Platform™.

This is a senior individual contributor role responsible for complex, high-value accounts, strategic account planning, commercial stewardship, customer retention, and partnership growth.

What we do

The Customer Success organization partners with Exol customers throughout their journey, from implementation and onboarding through ongoing operations, renewal, and expansion. The team works across Sales, Legal, Finance, Operations, Engineering, and Technology to deliver measurable customer outcomes and support the continued growth of Exol’s enterprise partnerships.

Our B2B team supports complex supply chain and fulfillment operations, with a focus on the unique seasonality, shelf-life, compliance, distribution, and operational requirements of Consumer Packaged Goods, grocery, and food and beverage customers.

What you'll do

• Serve as the senior relationship owner for a portfolio of strategic B2B enterprise accounts, building trusted partnerships with operational leaders and executive sponsors.

• Develop and execute strategic account plans that align customer objectives with Exol’s operational, commercial, and growth priorities.

• Lead executive business reviews and strategic planning meetings, monitor account health, and communicate performance against customer KPIs and SLAs.

• Manage complex renewals, multi-year agreements, Statements of Work, pricing structures, and contractual commitments in partnership with Sales, Legal, and Finance.

• Drive customer retention and net revenue growth by identifying expansion, cross-sell, automation, and continuous improvement opportunities.

• Coordinate onboarding and implementation activities for large-scale, multi-phase enterprise accounts across Operations, Engineering, Technology, Sales, and Finance.

• Maintain accurate customer documentation and contribute category expertise, best practices, and informal mentorship to the broader Customer Success team.

 
What you'll need

• Bachelor’s degree in Business, Supply Chain, Logistics, Operations Management, or a related field preferred.

• Minimum of 8 years of related experience or equivalent work experience

• Experience supporting Consumer Packaged Goods, grocery, or food and beverage manufacturing, distribution, fulfillment, or supply chain operations.

• Demonstrated success managing complex, multi-stakeholder enterprise accounts, executive relationships, and strategic account plans.

• Experience leading contract renewals, commercial negotiations, Statements of Work, pricing discussions, and account expansion activities.

• Strong executive communication, presentation, negotiation, problem-solving, and cross-functional leadership skills.

• Proficiency with CRM platforms, Microsoft Office, and reporting tools, with experience using WMS, TMS, or related supply chain technologies preferred.

Our Environment

• Up to 30% of travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client locations and company HQ.

• Employees may be required to use a personal credit card for business travel expenses, which are reimbursed based on the program guidelines. Eligible employees may receive a corporate credit card based on role and travel requirements, but a personal credit card may be needed during onboarding until the corporate card is issued.

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About Exol

Exol provides flexible and scalable outsourced warehouse services to meet the dynamic needs of the modern supply chain. We operate state-of-the-art distribution centers, allowing you to focus on your business while we handle the complexities of warehouse operations. For more information, visit www.exol.com.