Customer Success Manager

SWARM Engineering ("SWARM") is an AI-powered optimization platform that automates complex operational decisions across supply chain, workforce, production, and logistics. SWARM's AI-powered decision intelligence models customers' entire operations and surfaces the right decisions, before volatility steals or erodes margins.​ SWARM is a fully remote company with employees spread across the United States, and contractors worldwide.

Key Responsibilities

• Account Strategy: Own and manage long-term relationships with a portfolio of key enterprise accounts.
• Revenue Expansion: Drive organic revenue growth by identifying, qualifying, and working with Sales on closing upsell and cross-sell opportunities.
• Retention & Renewals: Monitor customer health metrics and proactively manage the contract renewal cycle to minimize churn.
• Adoption Tracking: Ensure customers are realizing maximum ROI from the SWARM platform.
• Strategic Alignment: Conduct regular Business Reviews (QBRs) with customer executives to align SWARM’s roadmap with their evolving operational needs.
• Internal Advocacy: Synthesize customer feedback to help our Product and Engineering teams shape future feature development.

Qualifications

• Experience: 4+ years of post-sales enterprise account management, customer success, or relationship-focused sales in B2B SaaS.
• Industry Context: Background in logistics, agrifood, supply chain, or industrial sectors is highly preferred.
• Track Record: Proven success in deeply understanding customers, customer health and related metrics, identification of and execution on expansion/upsell opportunities, and maintaining high Net Revenue Retention (NRR) rates.
• Consultative Approach: Exceptional listening and discovery skills, with a knack for turning technical discussions into business growth opportunities.
• Communication: Masterful presentation skills, comfortable navigating complex corporate hierarchies and speaking with C-suite stakeholders.
• Work Style: Empathetic, highly organized, and capable of managing multiple moving parts in a fully remote environment.

Why SWARM

• Impact That Matters: Help build technology that makes food systems, manufacturing, and global supply chains more resilient in a decade of volatility.
• Cutting-Edge AI: Shape the market narrative for a platform at the frontier of optimization, decision intelligence, and agentic AI.
• High-Visibility Role: Report directly to the Head of Customer Solutions to drive a core function at the company.
• Long-Term Impact: What you help build will shape how SWARM is understood by customers, partners, and the market for years to come.

Compensation

The salary below is the base salary range for this position. The actual base salary determination will be made based on candidate's experience, location, and other relevant factors. In addition to base salary, the candidate may also be eligible for commissions, performance bonuses, and equity.