Customer Success Manager

Job Description

About VChainAi

VChainAi is transforming how organizations manage procurement, optimize spending, recover lost profits, and improve financial performance.

Through our AI-powered procurement intelligence platform, we combine advanced technology, actionable data, and deep industry expertise to help enterprise organizations identify savings opportunities, strengthen compliance, and maximize financial value.

Our platform delivers solutions across five integrated pillars:

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• Recovery Chain: Accounts payable recovery audits, specialist audits, revenue assurance, and freight recovery.
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• Value Chain: Savings Value Assessments, managed services, and strategic procurement consulting.
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• Comply Chain: Contract management, vendor diligence, and risk and compliance optimization.
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• Supply Chain: Group purchasing, customized marketplaces, and procurement optimization.
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• Growth Chain: Data services, supply chain transformation, and financial solutions.
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Together with Illumis Global’s established recovery audit expertise, VChainAi is building a comprehensive approach to delivering measurable financial value to customers.

About the Role

We are seeking a motivated, commercially minded Customer Success Manager (CSM) to manage and grow relationships with our enterprise customers.

The ideal candidate brings experience or working knowledge in accounts payable, procurement, financial operations, recovery auditing, supply chain management, or related industries.

This role combines strategic relationship management, customer advocacy, financial acumen, and revenue growth. You will serve as a trusted advisor to your customers, ensuring successful engagements, driving customer retention, and identifying opportunities to expand the value delivered through VChainAi’s platform and services.

You will partner closely with our Audit Operations, Sales, Finance, and Product teams to ensure customers achieve measurable outcomes and develop long-term partnerships.

Key Responsibilities

Customer Relationship Management

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• Own and manage a portfolio of enterprise customer relationships, serving as the primary point of contact and trusted advisor.
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• Develop relationships with stakeholders across Finance, Accounts Payable, Procurement, Supply Chain, and executive leadership.
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• Understand each customer’s business objectives, operational challenges, and financial priorities.
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• Conduct regular customer meetings, business reviews, and strategic planning discussions.
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• Proactively address customer concerns, escalations, and potential relationship risks.
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Customer Retention & Renewals

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• Own the renewal process for assigned customer accounts, driving strong retention and long-term partnerships.
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• Identify customer risks early and develop actionable retention strategies.
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• Coordinate with internal teams to ensure successful audit engagements, timely issue resolution, and customer satisfaction.
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• Communicate measurable value delivered through recoveries, cost savings, and operational improvements.
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• Maintain accurate renewal forecasts, account plans, and customer health assessments.
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Revenue Growth & Expansion

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• Identify and pursue upsell and cross-sell opportunities within existing customer accounts.
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• Introduce customers to additional VChainAi capabilities across Recovery, Value, Comply, Supply, and Growth solutions.
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• Collaborate with Sales and internal subject matter experts to develop customer-specific expansion strategies.
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• Leverage customer spend patterns, business challenges, and financial objectives to identify new revenue opportunities.
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• Build relationships with additional stakeholders and business units to expand account penetration.
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• Contribute to individual and team revenue growth objectives.
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Audit & Financial Operations Partnership

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• Develop a strong understanding of accounts payable recovery audits, supplier claims, financial recoveries, and procurement processes.
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• Partner with internal audit and operations teams to monitor engagement progress, communicate findings, and resolve customer concerns.
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• Help customers understand audit results, financial recoveries, and opportunities for process improvement.
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• Support the resolution of complex customer disputes through effective communication, documentation, and cross-functional collaboration.
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• Identify opportunities to improve the customer experience throughout the audit lifecycle.
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Platform Adoption & Customer Value

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• Support customer onboarding, education, and adoption of VChainAi’s procurement intelligence platform.
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• Translate platform insights and financial findings into actionable recommendations.
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• Help customers understand the business value of spend analytics, contract compliance, and procurement optimization.
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• Partner with Product and Operations teams to communicate customer feedback and improve the overall customer experience.
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• Drive continued customer engagement and demonstrate measurable return on investment.
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Required Qualifications

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• 3+ years of experience in Customer Success, Account Management, Client Relationship Management, or a related customer-facing role.
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• Experience or demonstrated working knowledge in at least one of the following areas:
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• Accounts payable or financial operations
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• Procurement or strategic sourcing
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• Recovery auditing or financial recovery services
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• Supply chain management
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• Spend management or financial technology
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• Enterprise financial software or related professional services
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• Experience managing business-to-business customer relationships.
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• Strong communication, relationship-building, and problem-solving skills.
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• Ability to communicate with financial and operational stakeholders.
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• Commercial mindset with an interest in customer retention, revenue growth, and account expansion.
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• Strong organizational skills and the ability to manage multiple customer priorities.
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• Ability to interpret financial information and communicate business value.
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Preferred Qualifications

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• Experience working for a recovery audit, procurement consulting, spend management, or financial technology organization.
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• Familiarity with enterprise ERP platforms such as SAP, Oracle, or Microsoft Dynamics.
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• Understanding of accounts payable processes, supplier credits, duplicate payments, pricing discrepancies, or contract compliance.
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• Experience managing enterprise accounts with measurable retention or expansion goals.
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• Experience supporting SaaS platforms, analytics solutions, or technology-enabled professional services.
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• Familiarity with procurement analytics, spend optimization, or financial recovery methodologies.
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• Experience collaborating with cross-functional audit, sales, product, and operations teams.
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Compensation & Benefits

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• Annual Base Salary: $90,000
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• Target Variable Compensation: $90,000 annually
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• On-Target Earnings (OTE): $180,000 annually
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What Success Looks Like

Within your first 12 months, you will:

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• Establish strong relationships with customers across your assigned portfolio.
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• Demonstrate a working understanding of VChainAi’s solutions and the customer value proposition.
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• Successfully manage assigned renewals and proactively mitigate customer churn risks.
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• Identify and advance qualified expansion opportunities across VChainAi’s solutions.
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• Deliver meaningful business reviews that demonstrate financial and operational value.
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• Build trusted partnerships with internal stakeholders to improve customer outcomes.
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• Maintain accurate account plans, customer health assessments, and revenue forecasts.
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Who Will Thrive in This Role

We are looking for someone who combines customer relationship skills with curiosity about financial operations and procurement.

You will be successful if you are proactive, commercially driven, comfortable navigating complex customer situations, and motivated by delivering measurable business outcomes.

You don’t need to be an expert in every VChainAi solution on day one, but you should bring relevant industry knowledge, a willingness to learn, and the ability to turn strong customer relationships into long-term value.

Why Join VChainAi?

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• Join a growing organization at the intersection of AI, procurement intelligence, and financial optimization.
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• Help enterprise customers recover lost profits, unlock savings, and improve operational performance.
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• Work across a diverse portfolio of enterprise customers and industries.
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• Play a meaningful role in expanding customer adoption of an innovative technology platform.
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• Collaborate with experienced industry professionals in a growth-oriented environment.
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VChainAi is an equal opportunity employer. We are committed to providing an inclusive workplace and evaluating candidates based on their qualifications, experience, and ability to contribute to our team.