Information Technology & SoftwareFull time
18 Sept
Customer Success Manager
Casablanca, Morocco
Full time
Antal is recruiting on behalf of a high-growth SaaS company whose platform addresses one of the costliest problems in global manufacturing: excess inventory tying up critical working capital and stopping manufacturers from operating at peak efficiency. Their platform reduces excess inventory, drives on-time delivery, and establishes operational command of inventory operations across the enterprise.
The company is at an inflection point — a proven product, global manufacturing customers, and the ambition to scale significantly. Customer Success is their primary customer-facing team, and the CSM is the strategic partner who turns product adoption into measurable business results.
The role
Based in Morocco and reporting to the Director of Customer Success, you will own the relationship with a portfolio of manufacturing customers across EMEA — most of them French-speaking. You will build trust with executive sponsors and champions, drive adoption across their organisations, and make sure the platform delivers the ROI they signed up for: inventory reduction, fewer shortages, improved on-time delivery.
This is not a support or implementation-coordinator role. You are the person a VP of Supply Chain calls when they want to know whether the investment is paying off, and the person their team turns to in order to get more from the platform. That requires relationship management, analytical rigour and deep fluency in ERP, supply chain and manufacturing operations — you need to be credible in the room with both a plant-floor planner and a customer executive.
What you will do
Own the strategic relationship for a portfolio of EMEA customers — the executive sponsor's primary advocate and trusted advisor
Partner with customer executives and supply chain leaders on goal-setting: define what success looks like, track progress against it, and surface expansion opportunities as their needs grow
Monitor customer success metrics and translate them into a business narrative — tell customers and their leadership the ROI story, not just the data
Drive organisation-wide product adoption: proactively coach key users, lead training, and guide customers through product updates until the platform is embedded in how they operate
Lead business review meetings to align on joint strategy and set measurable goals
Work onsite with customers' supply chain and continuous improvement leaders, and coordinate internally with Data Integration, Product, Engineering and Sales to keep configuration, adoption and expansion on track
What you bring
3–5+ years in Customer Success, Account Management, or Supply Chain / ERP consulting — ideally in a SaaS or enterprise software environment
Supply chain and/or supply chain application experience
Fluent French and English — both essential. The majority of your EMEA portfolio is French-speaking, and you will work daily with an international team in English
Expertise in dealing with significant change at senior business and IT levels, preferably directly with VP or C-level executives
Ability to understand and analyse common supply chain data sets — inventory, purchase order, demand reporting
Understanding of data tables, data mapping and analytics, and the ability to grasp data structures conceptually
Capability as a credible and effective consultant, advisor and coach, especially around change management — cultural, technical and business
Proven effectiveness leading executive training sessions, meetings and workshops, often remotely
Demonstrated leadership, with the ability to influence outcomes without direct authority
Excellent verbal, written and presentation skills, and the ability to juggle multiple projects with complex tasks
Ability to learn systems and business processes quickly
Ability to travel approximately 25%
BS degree in an engineering, manufacturing or supply chain-related discipline, or equivalent experience
Preferred
SaaS experience
Experience with ERP or MRP systems in a manufacturing environment
Experience managing a portfolio of enterprise accounts with a renewal or expansion component
What success looks like
First 90 days — a clear picture of your portfolio's health, key stakeholders and current adoption levels, and the beginnings of trust with executive sponsors and champions
First year — measurable adoption gains, a clear and credible ROI story for each account, strong executive relationships, and healthy renewal and expansion signal
Over time — you become the trusted advisor your customers rely on, and the reason they renew, expand and advocate for the platform within their own organisation
Why this role
If you want a customer-facing role built on substance and trust rather than ticket volume, this is it. You will own real relationships with senior supply chain leaders across EMEA, see your impact directly in their ROI numbers, and work closely with Sales, Product, Engineering and Solutions & Services to shape how value gets delivered.
All applications are handled in the strictest confidence. Our client's identity is disclosed at shortlist stage. Our client is an equal opportunity employer committed to building an inclusive and diverse team.