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.

1. Customer Success Strategy & Insights

• Develop and execute B2B customer success programs to improve retention, engagement, and lifetime value.

• 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.

2. Trade Activities & Customer Programs

• Coordinate and manage trade activities (promotions, sell-in/sell-out programs, joint business plans) to support customer growth.

• Partner with Trade Marketing and Sales to ensure effective execution of customer programs at trade level.

• Track the effectiveness of trade activities and propose optimization initiatives.

3. Sales Operations & Performance Management

• Work closely with Sales Operations to improve sales processes, tools, reporting, and forecasting accuracy.

• Monitor and analyze sales performance metrics (sell-in, sell-out, distribution, conversion, productivity).

• Support sales teams with data-driven insights to improve customer outcomes and execution quality.

4. Customer Experience Optimization

• Design and continuously improve B2B customer experience journeys across touchpoints (ordering, delivery, communication, after-sales).

• Identify friction points and collaborate with internal teams to enhance service efficiency and satisfaction.

• Act as the voice of the customer, ensuring customer needs are reflected in commercial decisions.

5. Reporting & Continuous Improvement

• Build dashboards and reports to track customer success KPIs (retention, growth, satisfaction, program effectiveness).

• Provide regular insights and recommendations to Commercial Leadership.

• Drive continuous improvement initiatives based on data, feedback, and market trends.

Job Requirements

• 5+ years of experience in Customer Success, Sales Operations, Trade Marketing, Key Account, or Commercial roles in B2B environments.

• Experience working with distributors, key accounts, or enterprise B2B customers.

• Proven track record in driving customer programs and improving sales or customer performance.

• Strong analytical and problem-solving skills with a data-driven mindset.

• Solid understanding of B2B sales processes, trade activities, and customer lifecycle management.

• Excellent stakeholder management and cross-functional collaboration skills.

• Ability to translate insights into practical actions and business impact.

• Strong communication and presentation skills.

• Experience in FMCG, beauty, healthcare, pharmaceutical, or distribution-based industries.

• Familiarity with CRM, BI tools, or sales analytics platforms.

• Experience in customer experience or process improvement projects