Customer Success Manager

Senior Manager/Regional Head – Customer Success & Growth

Location: Atlanta, USA, APAC – Malaysia, Middle East - Dubai/Oman, Europe – Netherlands

Reporting To: Chief Commercial Officer

CTC Range : 100,000 to 120,000 USD Annually + Benefits

Role Overview:

As the Senior Manager/Regional Head – Customer Success & Growth, you will be responsible for driving revenue

expansion across USA/Asia/Africa/Europe by ensuring customer success and account growth. Initially, you

will focus on hunting new business opportunities while developing strong relationships with existing

clients to foster long-term partnerships (farming). You will work closely with the regional sales heads

(matrixed reporting) to execute customer-centric strategies while aligning with the global sales head

to drive consistent growth across regions.

Key Responsibilities:

Customer Success & Farming:

 Develop and execute strategies to maximize customer retention, satisfaction, and revenue

expansion within existing accounts.

 Act as a strategic advisor to clients, helping them leverage Kale’s solutions to optimize their

logistics operations.

 Build strong, trust-based relationships with key stakeholders, ensuring alignment with their

business objectives.

 Drive adoption, engagement, and renewal strategies, ensuring long-term value realization for

clients.

 Conduct periodic business reviews and provide data-driven insights to customers to enhance

their experience.

New Business Development & Hunting:

 Identify and pursue new business opportunities within assigned regions to drive market

penetration.

 Develop and execute a structured sales and business development plan in alignment with

regional and global growth objectives.

 Collaborate with marketing and product teams to create targeted campaigns and value

propositions for prospective clients.

 Negotiate and close high-value deals, ensuring alignment with revenue and profitability

targets.

Cross-Functional Collaboration:

 Work closely with regional sales heads and align efforts for seamless customer acquisition

and retention.

 Partner with product, technology, and delivery teams to ensure smooth implementation and

support.

 Provide structured feedback from customers to internal teams to drive continuous product

and service improvement.

Key Metrics for Success:

 Revenue Growth: Expansion within existing accounts and successful closure of new deals.

 Customer Retention & Renewal Rates: Ensuring a high percentage of renewals and upsell

opportunities.

 Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS): Driving superior customer

experiences.

 Pipeline Development & Conversion Rates: Effectiveness in acquiring new customers and

expanding within existing accounts.

Qualifications & Experience:

 12+ years of experience in customer success, account management, or sales within the

logistics technology or SaaS industry.

 Proven track record in both farming and hunting – driving renewals and expansions while

acquiring new customers.

 Strong business acumen with the ability to articulate value propositions and ROI-driven

solutions.

 Excellent stakeholder management and relationship-building skills at C-suite and senior

executive levels.

 Experience working in a matrixed organizational structure with cross-functional

collaboration.

 Deep understanding of the logistics, air cargo, or maritime industry is highly preferred.

 Willingness to travel extensively across the assigned regions.

Why Join Us?

 Be part of a leading organization driving digital transformation in the logistics industry.

 Opportunity to lead and influence customer growth strategies across multiple geographies.

 Work in a dynamic, fast-paced, and collaborative environment with industry experts

Senior Manager/Regional Head – Customer Success & Growth

Location: Atlanta, USA, APAC – Malaysia, Middle East - Dubai/Oman, Europe – Netherlands

Reporting To: Chief Commercial Officer

CTC Range : 100,000 to 120,000 USD Annually + Benefits

Role Overview:

As the Senior Manager/Regional Head – Customer Success & Growth, you will be responsible for driving revenue

expansion across USA/Asia/Africa/Europe by ensuring customer success and account growth. Initially, you

will focus on hunting new business opportunities while developing strong relationships with existing

clients to foster long-term partnerships (farming). You will work closely with the regional sales heads

(matrixed reporting) to execute customer-centric strategies while aligning with the global sales head

to drive consistent growth across regions.

Key Responsibilities:

Customer Success & Farming:

 Develop and execute strategies to maximize customer retention, satisfaction, and revenue

expansion within existing accounts.

 Act as a strategic advisor to clients, helping them leverage Kale’s solutions to optimize their

logistics operations.

 Build strong, trust-based relationships with key stakeholders, ensuring alignment with their

business objectives.

 Drive adoption, engagement, and renewal strategies, ensuring long-term value realization for

clients.

 Conduct periodic business reviews and provide data-driven insights to customers to enhance

their experience.

New Business Development & Hunting:

 Identify and pursue new business opportunities within assigned regions to drive market

penetration.

 Develop and execute a structured sales and business development plan in alignment with

regional and global growth objectives.

 Collaborate with marketing and product teams to create targeted campaigns and value

propositions for prospective clients.

 Negotiate and close high-value deals, ensuring alignment with revenue and profitability

targets.

Cross-Functional Collaboration:

 Work closely with regional sales heads and align efforts for seamless customer acquisition

and retention.

 Partner with product, technology, and delivery teams to ensure smooth implementation and

support.

 Provide structured feedback from customers to internal teams to drive continuous product

and service improvement.

Key Metrics for Success:

 Revenue Growth: Expansion within existing accounts and successful closure of new deals.

 Customer Retention & Renewal Rates: Ensuring a high percentage of renewals and upsell

opportunities.

 Customer Satisfaction Score (CSAT) & Net Promoter Score (NPS): Driving superior customer

experiences.

 Pipeline Development & Conversion Rates: Effectiveness in acquiring new customers and

expanding within existing accounts.

Qualifications & Experience:

 12+ years of experience in customer success, account management, or sales within the

logistics technology or SaaS industry.

 Proven track record in both farming and hunting – driving renewals and expansions while

acquiring new customers.

 Strong business acumen with the ability to articulate value propositions and ROI-driven

solutions.

 Excellent stakeholder management and relationship-building skills at C-suite and senior

executive levels.

 Experience working in a matrixed organizational structure with cross-functional

collaboration.

 Deep understanding of the logistics, air cargo, or maritime industry is highly preferred.

 Willingness to travel extensively across the assigned regions.

Why Join Us?

 Be part of a leading organization driving digital transformation in the logistics industry.

 Opportunity to lead and influence customer growth strategies across multiple geographies.

 Work in a dynamic, fast-paced, and collaborative environment with industry experts