Customer Success Manager - SupplierHub

As a Customer Success Manager at Enerex, you will own the end-to-end customer experience across onboarding, issue resolution, and ongoing product adoption. This role goes beyond traditional customer support—you will act as a problem solver and systems operator, helping customers navigate complex workflows involving pricing, contracts, and transactional data.

You will work directly with customers to diagnose issues, reconcile discrepancies, and ensure accurate outcomes within the platform. Success in this role requires comfort working with data, attention to detail, and the ability to independently drive issues to resolution.

Key Responsibilities

• Customer Onboarding
  • Lead new customers through onboarding, ensuring accurate setup and a smooth transition into production workflows
  • Validate configurations related to pricing, contracts, and system integrations
• Customer Issue Resolution
  • Serve as the primary point of contact for customer issues, including investigating discrepancies in pricing, commissions, or transaction data
  • Diagnose issues by tracing data across systems (inputs, transformations, outputs) and coordinating fixes where needed
  • Take full ownership of issues through resolution, even in ambiguous or complex situations
• Customer Training & Enablement
  • Deliver practical, workflow-oriented training sessions focused on real customer use cases
  • Help customers adopt best practices to minimize errors and improve outcomes
• Documentation
  • Create and maintain clear, structured documentation that supports both customer education and internal troubleshooting
• Cross-Functional Collaboration
  • Partner with product, engineering, and sales to surface recurring issues, improve workflows, and advocate for scalable solutions
  • Translate customer problems into actionable product feedback
• Process Improvement
  • Identify patterns in customer issues and proactively develop solutions (playbooks, documentation, process changes) to reduce recurring problems