Manager, Customer Experience

Why project44?

At project44, we believe in better.

We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world.

With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward.

Headquartered in Chicago, IL with a 2nd HQ in Bengaluru, India we are powered by a diverse global team that is tackling the toughest logistics challenges with innovation, urgency, and purpose.

AI at project44

We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you're building product, serving customers, managing people, or running operations, AI is a tool you're expected to use with intent, curiosity, and judgment. We don't expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team's AI fluency because we believe it's a competitive advantage for every person at project44, not just our engineers.

If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk.

We are looking for a Manager, Customer Experience to lead a team of Customer Success Managers within our EMEA Customer Experience organization, working alongside Professional Services, Managed Services, Sales, Product and Engineering, and Support, to protect and grow our existing customer base.

In this role, you will own the performance, development, and outcomes of a regional CSM team, ensuring customers realize value from the platform, renew, and expand their footprint. You will combine hands-on team leadership with direct executive engagement on strategic accounts, escalation management, and renewal governance across your portfolio.

This role carries responsibility for gross revenue retention, expansion, and customer health across a defined EMEA book of business, and requires close coordination with regional and global stakeholders. Occasional travel to customer sites and regional offices is expected.

Key Accountabilities

• Lead, coach, and develop a team of Customer Success Managers, setting clear goals and standards for performance and customer engagement.
• Own gross revenue retention (GRR) and drive expansion across the team’s portfolio, protecting the existing base and identifying growth opportunities.
• Oversee customer health across the portfolio, ensuring proactive value realization, adoption, and risk management.
• Own and drive escalation management for accounts within the team, coordinating cross-functional resolution and executive communication.
• Govern the renewal lifecycle across the book, ensuring timely forecasting, risk identification, and commercial alignment with Sales.
• Partner with Sales, P&E, Professional Services, and Managed Services to deliver a coordinated customer experience.
• Represent the voice of the customer internally, channeling feedback into Product and delivery priorities.
• Manage forecasting, reporting, and portfolio-level metrics for regional leadership.
• Support pre-sales and expansion motions, providing input on customer strategy, value narratives, and delivery feasibility.
• Contribute to process improvements, playbooks, and scalable frameworks across the EMEA Customer Experience organization.
• Ensure accurate use of internal tools (e.g., Salesforce, Jira, or equivalent) for portfolio and team management.

Requirements & Preferred Skills

• Fluent in English (written and spoken); additional European languages are a strong differentiator.
• 5+ years in customer-facing roles within Customer Success, Customer Experience, or account management, including experience leading and mentoring teams.
• Proven track record of owning retention and expansion outcomes across a portfolio of enterprise customers.
• Experience within one or more of the following is preferred:
• Supply chain, transportation, or logistics technology
• SaaS
• Software delivery or account management
• Strong expertise in escalation management, stakeholder management, and executive communication.
• Advanced AI fluency is a must for this role: hands-on proficiency with Claude and other AI tools to scale your own and your team's output, direct them effectively, evaluate outputs critically, and apply AI responsibly across customer and internal workflows.
• Demonstrated ability to manage competing priorities across multiple accounts and stakeholders.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Comfortable working in a fast-paced, cross-functional, global environment.
• Experience with CRM and customer success tooling such as Salesforce, JIRA, Confluence, or equivalent.
• Willingness to travel occasionally based on customer and business needs.
• Experience with TMS, ERP, or supply chain systems is a plus.

Location

This is a hybrid role, based in our Amsterdam office.