CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.
Key Responsibilities May Include:
Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
Assist account teams in identifying upsell and cross‑sell opportunities through insight into customer goals and usage patterns.
Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.
POSITION PURPOSE
The Customer Success Manager is responsible for delivering exceptional customer experiences and driving adoption of corporate Digital Customer Solutions. Reporting to the Customer Success Lead, the CSM works directly with North American customers to ensure they achieve their desired outcomes, maximize product value, and maintain long-term engagement.
This role focuses on onboarding, training, proactive support, and success planning to minimize churn and foster strong customer relationships.
SCOPE
• Regional
• Travel to customer site will be required at times
MEASURES
• Customer Satisfaction - measures client satisfaction with the product or service.
• Net Promoter Score (NPS) - gauges how likely clients are to recommend the company.
• Retention/ Churn Rate - tracks the percentage of clients who stop using the product or service (lower is better).
• Product Adoption Rate – evaluates how effectively clients are using the product’s features.
• Confidence rate - ensure a >95% confidence rate of product deployment at customer site.
• Engagement Metrics - includes activity frequency, usage rates, and engagement with customer success initiatives like webinars or training sessions.
MAJOR / KEY ACCOUNTABILITIES
Customer Onboarding & Training
• Guide customers through onboarding and ensure smooth implementation.
• Deliver tailored training sessions to drive adoption and usage.
Customer Engagement & Success Planning
• Develop success plans with clear goals and milestones.
• Maintain regular touchpoints and act as a trusted advisor.
Usage Monitoring & Risk Management
• Track engagement and adoption metrics.
• Identify risks to retention and take proactive corrective action.
Advocacy & Feedback
• Capture customer feedback and share insights with the CSL and product teams.
• Promote success stories and advocate for customer needs internally.
• Drive retailer advocacy in north America
Collaboration
• Work closely with Implementation, Sales, and Product teams to ensure seamless customer experience.
• Support Account Managers in identifying upsell and cross-sell opportunities.
CHALLENGES / PROBLEM SOLVING
• Balancing personalized support with scalable processes.
• Driving adoption across diverse customer profiles.
• Collaborating effectively with multiple internal teams.
AUTHORITY / DECISION MAKING
• Tailor onboarding and training strategies.
• Escalate technical or product issues promptly.
• Prioritize accounts and actions based on risk and opportunity.
KEY CONTACTS
Internal: Sales and Pre–Sales Account Management, Product Teams, Implementation Teams
External: Customer users, Implementation team / lead at customer
QUALIFICATIONS
• Bachelor’s degree in a relevant field or equivalent experience
Desirable:
• Certifications in Change Management or Customer Experience
EXPERIENCE
• Client Relationship Management: Skilled in building and maintaining strong, long-term customer relationships through frequent interaction and proactive engagement.
• Problem-Solving & Issue Resolution: Experienced in identifying customer pain points and delivering tailored solutions, particularly in digital supply chain environments.
• Industry Knowledge: Familiarity with supply chain, logistics, manufacturing, or retail sectors, and hands-on experience with digital tracking solutions.
• Project Management: Ability to coordinate tasks, timelines, and goals for customer-related projects.
• Technical Skills: Proficient with SaaS platforms and data analysis tools.
• Soft Skills: Strong communication, active listening, empathy, and conflict resolution capabilities.
• Upselling & Renewal: Proven ability to identify and support upsell and cross-sell opportunities.
Remote TypeHybrid RemoteSkills to succeed in the roleAdaptability, Customer Experience (CX), Customer Feedback, Customer Relationship Management (CRM), Customer Relationships, Customer Success, Empathy, Experimentation, Product Knowledge, Sales, Taking Ownership, Teamwork, Understand CustomersWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].
Top Skills
What We Do
CHEP is a global leader in managed, returnable and reusable packaging solutions, serving many of the world's largest companies in sectors such as consumer goods, fresh produce, beverage and automotive. CHEP’s service is environmentally sustainable and increases efficiency for customers while reducing operating risk and product damage. CHEP’s 7,500-plus employees and 300 million pallets and containers offer unbeatable coverage and exceptional value, supporting more than 500,000 customer touch-points in 49 countries. Our customer portfolio includes global companies and brands such as Procter & Gamble, Sysco, Kellogg's, Kraft, Nestlé, Ford and GM. CHEP is part of Brambles Limited. For more information, visit www.chep.com. Reliability. Flexibility. The success of your business depends on both. With CHEP, you can be confident that you’ll get the equipment you need, when and where you need it. Our scale is unmatched, with more than 110 million pallets and over 530 service centers across North America. So you no longer need to worry about seasonal peaks or unexpectedly high demand. With our broad array of solutions and our pragmatic, roll-up-your-sleeves know-how, we give our consumer goods customers the platforms, the quality, the supply and the support they need to make more money on every unit load. Because everything just works better.
