About this role
At Didero, we’re building the autonomous supply chain, starting with agentic supplier management.
Global trade has never been more complex or more critical. Teams are underwater, reacting to a flood of challenges — from geopolitical risk to tariffs. Didero helps by automating time-intensive workflows with AI agents, deploying cutting-edge technology into one of the world’s most vital domains.
We’re backed by some of the world’s best venture funds and leading figures across AI, supply chain, and enterprise software.
About the role
We’re hiring a Senior Customer Success Manager to own the customer journey from contract → kickoff → go‑live → steady‑state, and to be the day‑to‑day “Swiss Army knife” with our Ops/CS team. You’ll project‑manage and be responsible for customer engagement for complex, high-priority accounts. You run exec‑level updates, quantify value delivery, coordinate projects within Didero and expand accounts once value is proven. You’ll be the main point of contact for senior customer executives post signature. This is a hands‑on, sleeves‑rolled role for someone who loves working with clients, managing several projects at once, and take a ton of ownership.
What you’ll do
Own high-priority accounts end-to-end, from deployment to ongoing customer success. Build and drive project plans from kickoff to go‑live; run weekly stand‑ups; unblock issues fast; articulate value to senior stakeholders; own expansion opportunities
Get into the details. Handhold new accounts through deployment; ensure no balls get dropped
Partner tightly with Ops/CS, Product, Sales & Founders. Set daily/weekly work plans; manage project deliverables; QC
Co-own onboarding materials, checklists and customer guides with our Head of Customer Success
Be the client’s point of contact. Lead exec readouts and working sessions; keep stakeholders aligned; manage scope, change requests, and risk/issue escalation
Guard the numbers. Track and report business impact, milestones, adoption/usage, issues and expansion pipeline
Roll up your sleeves. Jump in to build the thing - clean a data file, rewrite an SOP, create a run book, draft and own training and onboarding materials → we expect hands-on work as much as strategic relationship management
Drive value and expansion. Translate wins into renewals and upsell; maintain account plans; partner with Sales on commercial motions; articulate value delivered clearly and compellingly to senior customer stakeholders
Tight with Product & Eng. Capture customer feedback; file crisp tickets with logs, steps, expected vs actual; close the loop with customers
Continuously improve. Standardize playbooks, templates, SOPs, and checklists
Travel to customers for important meetings (kickoffs, yearly checkin etc) and for internal connectivity (~every 2 weeks for ~2-3 days)
You’ll be successful in this role if you…
Take full ownership, move fast, and embrace unglamorous work when that’s what wins
You’re a hard worker: This is not a 9-5. This is a generational market opportunity - we expect everyone to go above and beyond
Are meticulous and structured: your projects have no loose ends; your docs are client‑ready without edits
Are a host and operator: great in rooms with CFOs/COOs and just as strong and friendly when on the factory floor
Love operational excellence: checklists, run books, great training, and measurable outcomes
Can coach a distributed team and keep a tight drumbeat across timezones
Communicate crisply in writing. No fluff. Clear status, clear asks, clear next steps, super proactive
Qualifications
7+ years in client‑facing project delivery / CS / implementation roles in a top tier management consulting firm
Proven eye-to-eye relationship with exec‑level stakeholders; owned timelines, risks, and go‑live quality
Client ownership experience: you confidently manage high stakes, senior customer relationships
Strong Excel & Slides toolkit
Work hours: You’re ok to flex to non‑standard hours for critical meetings when needed & are ok with work travel
Bonus Points For:
Procurement / Supply Chain experience incl. P2P, Sourcing, ERP/MRP workflows
Exposure to manufacturing & distribution; comfort with legacy processes and change management
Familiarity with ERPs (SAP/Oracle/Dynamics/NetSuite)
What We Value
We make the world feel smaller - We support each other and break down boundaries, both internally and for our customers
We build supply chain magic - We push the boundaries of what technology can do and go above and beyond for our users
We are lifelong learners - We move fast, embrace failure, and give feedback generously
We show up - We’re scrappy entrepreneurs, no job is beneath us
We BELIEVE! - We’re building a great, enduring company and we have fun doing it.
What We Offer:
Competitive compensation and equity
Medical, dental, and vision insurance
Unlimited PTO — we trust you to take the time you need
Monthly wellness stipend via ClassPass
Tech equipment for your setup
Catered lunches (for those in the office)