Customer Experience Manager - B2B, Logistics & Fulfilment

Job Description

Responsibilities

• Drive upsell, cross-sell and expansion across your portfolio of B2B accounts
• Identify opportunities to grow customer spend across fulfilment, manufacturing, technology and AI services
• Build and own account growth plans focused on customer lifetime value
• Lead commercial conversations including renewals, pricing and contract expansions
• Act as the primary strategic point of contact for a portfolio of B2B clients
• Partner with founders and senior stakeholders to understand their growth plans and translate them into commercial opportunities
• Run regular account reviews, manage retention risks proactively, and keep customers aligned with the roadmap
• Contribute to the CX team's shared ownership of new customer onboarding - from sales handover through go live and the hypercare period (up to 45 days post go live)
• Help customers adopt AI and tech capabilities that improve their performance, visibility and scalability

Requirements

• Proven background in Client Services, Customer Success, Account Management or Strategic Partnerships - ideally B2B and within logistics, fulfilment or supply chain
• Genuine commercial mindset with a track record of upsell, cross-sell and renewal conversations with senior decision makers
• Strong stakeholder management at founder and director level
• Experience contributing to customer onboarding / implementation, working cross functionally across operations, tech and commercial teams
• Comfortable with data, KPIs, and managing multiple accounts and projects concurrently
• Understanding of operational, technology and AI driven business solutions