Job Description

Why project44?

At project44, we believe in better.

We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world.

With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward.

Headquartered in Chicago, IL with a 2nd HQ in Bengaluru, India we are powered by a diverse global team that is tackling the toughest logistics challenges with innovation, urgency, and purpose.

AI at project44

We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you're building product, serving customers, managing people, or running operations, AI is a tool you're expected to use with intent, curiosity, and judgment. We don't expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team's AI fluency because we believe it's a competitive advantage for every person at project44, not just our engineers.

If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk.

We are looking for a Manager, Customer Experience to lead a team of Customer Success Managers within our EMEA Customer Experience organization, working alongside Professional Services, Managed Services, Sales, Product and Engineering, and Support, to protect and grow our existing customer base.

In this role, you will own the performance, development, and outcomes of a regional CSM team, ensuring customers realize value from the platform, renew, and expand their footprint. You will combine hands-on team leadership with direct executive engagement on strategic accounts, escalation management, and renewal governance across your portfolio.

This role carries responsibility for gross revenue retention, expansion, and customer health across a defined EMEA book of business, and requires close coordination with regional and global stakeholders. Occasional travel to customer sites and regional offices is expected.

Key Accountabilities

• Lead, coach, and develop a team of Customer Success Managers, setting clear goals and standards for performance and customer engagement.
• Own gross revenue retention (GRR) and drive expansion across the team’s portfolio, protecting the existing base and identifying growth opportunities.
• Oversee customer health across the portfolio, ensuring proactive value realization, adoption, and risk management.
• Own and drive escalation management for accounts within the team, coordinating cross-functional resolution and executive communication.
• Govern the renewal lifecycle across the book, ensuring timely forecasting, risk identification, and commercial alignment with Sales.
• Partner with Sales, P&E, Professional Services, and Managed Services to deliver a coordinated customer experience.
• Represent the voice of the customer internally, channeling feedback into Product and delivery priorities.
• Manage forecasting, reporting, and portfolio-level metrics for regional leadership.
• Support pre-sales and expansion motions, providing input on customer strategy, value narratives, and delivery feasibility.
• Contribute to process improvements, playbooks, and scalable frameworks across the EMEA Customer Experience organization.
• Ensure accurate use of internal tools (e.g., Salesforce, Jira, or equivalent) for portfolio and team management.

Requirements & Preferred Skills

• Fluent in English (written and spoken); additional European languages are a strong differentiator.
• 5+ years in customer-facing roles within Customer Success, Customer Experience, or account management, including experience leading and mentoring teams.
• Proven track record of owning retention and expansion outcomes across a portfolio of enterprise customers.
• Experience within one or more of the following is preferred:
  • Supply chain, transportation, or logistics technology
  • SaaS
  • Software delivery or account management
• Strong expertise in escalation management, stakeholder management, and executive communication.
• Advanced AI fluency is a must for this role: hands-on proficiency with Claude and other AI tools to scale your own and your team's output, direct them effectively, evaluate outputs critically, and apply AI responsibly across customer and internal workflows.
• Demonstrated ability to manage competing priorities across multiple accounts and stakeholders.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Comfortable working in a fast-paced, cross-functional, global environment.
• Experience with CRM and customer success tooling such as Salesforce, JIRA, Confluence, or equivalent.
• Willingness to travel occasionally based on customer and business needs.
• Experience with TMS, ERP, or supply chain systems is a plus.

Location

This is a hybrid role, based in our Amsterdam office.

In-office Commitment: Our office is where ideas spark, connections thrive, and innovation comes alive. We are looking for candidates who are enthusiastic and committed to joining our team on-site, in our Amsterdam office four days a week. Together, we’re building something extraordinary; learn, grow, and thrive in our fast-paced, transformative environment.

What You’ll Gain & What We Expect

What we offer:

• Ownership of a regional book of business, with direct impact on retention, expansion, and customer outcomes for leading global brands
• Strong internal and external exposure, working cross-functionally and directly with customer leadership
• A role with high visibility, where your work directly influences customer success and business outcomes
• Ownership and autonomy to build and develop a high-performing team and shape how the CSM function operates in EMEA
• The chance to shape playbooks, frameworks, and ways of working across the EMEA Customer Experience organization within a fast-scaling SaaS environment

What we ask:

• A high level of ownership and accountability for team performance, retention, and portfolio outcomes
• A strong team-oriented mindset, embracing collaboration across functions
• Commitment to a #OneTeam mentality, always prioritizing customer value and outcomes over silos
• Ability to operate with urgency, structure, and clarity in complex and fast-paced environments
• A commitment to leveraging AI to scale your own impact and your team's, and to setting the standard for responsible, effective AI use across the organization

Why project44?

At project44, we believe in better.

We challenge the status quo because we know a better supply chain isn’t just possible—it’s essential. Better for our customers. Better for their business. Better for the world.

With our Decision Intelligence Platform, Movement, we’re redefining how global supply chains operate. By transforming fragmented logistics data into real-time, AI-powered insights, we empower companies to connect instantly, see clearly, act decisively, and automate intelligently. Our Supply Chain AI enhances visibility, drives smarter execution, and unlocks next-gen applications that keep businesses moving forward.

Headquartered in Chicago, IL with a 2nd HQ in Bengaluru, India we are powered by a diverse global team that is tackling the toughest logistics challenges with innovation, urgency, and purpose.

AI at project44

We expect every project44 team member, regardless of role or function, to actively leverage AI in their day-to-day work. Whether you're building product, serving customers, managing people, or running operations, AI is a tool you're expected to use with intent, curiosity, and judgment. We don't expect everyone to be a data scientist. We do expect everyone to be an intelligent user of AI: able to identify where it adds value, direct it effectively, evaluate outputs critically, and govern it responsibly. We invest in our team's AI fluency because we believe it's a competitive advantage for every person at project44, not just our engineers.

If you’re driven to solve meaningful problems, leverage AI to scale rapidly, drive impact daily, and be part of a high-performance team – we should talk.

Senior Project Manager (Software Implementation)

We are looking for a Senior Project Manager to join our Customer Experience Team within Professional Services, working alongside Solutions Architects, CSM's, Sales, Technical Support, and Engineering to deliver a seamless implementation experience for our customers.

In this role, you will be responsible for leading the end-to-end execution of customer implementations, ensuring projects are delivered on time, within scope, and on budget while maximizing customer satisfaction. You will partner closely with Solutions Architects, who will lead the technical design, while you drive governance, coordination, and delivery excellence across all phases of the project lifecycle.

This role will primarily focus on strategic and complex customer implementations, often requiring in-region presence and specific language capabilities. As such, the Senior Project Manager may engage closely with local stakeholders and travel onsite occasionally to ensure successful delivery.

Key Accountabilities:

• Own and drive the full project lifecycle for customer implementations, from post-sale handover through Go-Live and Hypercare.
• Develop and manage detailed project plans, timelines, milestones, and deliverables, ensuring alignment across internal and customer teams.
• Lead project governance, including status tracking, reporting, and stakeholder communication at all levels.
• Manage project risks, issues, and dependencies, proactively identifying mitigation strategies and driving resolution.
• Own budget and scope management, ensuring projects are delivered within agreed commercial parameters.
• Act as the primary point of contact for customers on project delivery, ensuring clear communication, expectation management, and alignment.
• Coordinate cross-functional teams, including Solutions Architects, Engineering, Product, and Support, to ensure smooth execution.
• Facilitate key project ceremonies, including:
  • Project kick-off calls
  • Weekly status meetings
  • Steering committees (when applicable)
  • Go-live readiness reviews
• Support testing phases (System Testing & UAT) by coordinating timelines, stakeholders, and deliverables.
• Drive Go-Live planning and execution, including cutover coordination and post-launch validation.
• Oversee Hypercare phase, ensuring a smooth transition to Customer Success and long-term account stability.
• Ensure accurate tracking of project progress using internal tools (e.g., Jira, Zendesk, Rocketlane, or equivalent).
• Contribute to process improvements, project management standards, and scalable delivery frameworks.
• Support pre-sales and discovery activities by providing input on timelines, delivery approach, and implementation feasibility.

Requirements & Preferred Skills

• Fluent in English (written and spoken).
  • Additional languages are a strong differentiator, with a strong preference for German and French OR Spanish OR Italian
• 5+ years of experience in customer-facing project management roles, preferably within:
  • Supply chain, transportation, or logistics technology
  • SaaS implementations
  • Software delivery
• Proven experience managing complex, multi-stakeholder projects with competing priorities and timelines.
• Strong expertise in risk, budget, and stakeholder management.
• Experience working with project and collaboration tools such as JIRA, Confluence, Microsoft Office, or equivalent.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Strong organizational skills with the ability to manage multiple projects simultaneously.
• Comfortable working in a fast-paced, cross-functional, global environment.
• Willingness to travel occasionally based on customer needs.
• Experience with TMS, ERP, or supply chain systems is a plus.

Location

This is a hybrid role, based in our Kraków office.

• In-office Commitment: Our office is where ideas spark, connections thrive, and innovation comes alive. We are looking for candidates who are enthusiastic and committed to joining our team on-site, in our beautiful Kraków office four days a week Together, we’re building something extraordinary—learn, grow, and thrive in our fast-paced, transformative environment.