Customer Success Business Partner

Customer Success Business Partner

Lyric is hiring a Customer Success Business Partner to drive adoption, retention, and expansion across some of our most strategic customer relationships. This is a senior, customer-facing role for someone with deep supply chain expertise, strong technical fluency, and exceptional communication and program management skills.

As a Customer Success Business Partner, you will represent Lyric to your accounts. You will lead quarterly business reviews, identify new use cases, and partner with internal and customer teams to deliver measurable outcomes. You will work closely with Sales, Product, Professional Services, and Support to ensure our customers achieve value across a range of planning and execution workflows. The ideal candidate is T-shaped, capable of engaging broadly across business and technical topics, and brings deep expertise in AI and machine learning-driven prediction use cases.

He/she would have mastered the application of AI and machine learning for Supply Chain over the years and is a natural in explaining complex concepts to a variety of audiences: supply chain engineers, product teams and customer executives with equal ease. He/she is expected to be hands-on i.e. building models and applications themselves, where necessary. This role requires agility, strong executive presence, and the ability to thrive in a fast-moving environment.

What You'll Do

• Serve as the primary Customer Success contact for strategic enterprise accounts
• Lead quarterly business reviews, success planning sessions, and ongoing governance meetings
• Maintain and grow relationships across customer personas, from planners to senior executives
• Coordinate cross-functional delivery teams and align internal stakeholders with account goals
• Ensure value realization and communicate measurable outcomes from Lyric initiatives

• Drive adoption of Lyric's platform across users, teams, and business processes
• Monitor and improve customer health metrics, engagement, and satisfaction
• Identify opportunities for platform expansion including new users, new use cases, and new business units
• Partner with Sales to develop renewal strategies and uncover growth pathways
• Translate business pain points into prioritized solution approaches and clear impact narratives

• Act as a strategic advisor to customers on frontier Use Cases: Predictive AI and machine learning applications
• Support onboarding, enablement, and scaling in close collaboration with Professional Services
• Surface actionable customer feedback to inform product roadmap and innovation priorities

About You

• 15+ years of experience in Customer Success, Consulting, Supply Chain Operations, or Go-to-Market Strategy roles
• Comprehensive expertise in application of machine learning and AI for Supply Chain use cases such as demand classification, forecasting and sensing, and dynamic pricing
• Proficiency in end-to-end machine learning workflows including neural networks, AutoML, supervised/unsupervised learning, feature engineering, and model deployment
• Deep knowledge of supply chain domains with the ability to engage in both technical and business-level discussions
• Excellent communication and relationship management skills across all levels of an organization
• Strong program and stakeholder management experience, including governance and QBR facilitation
• Highly adaptable, coachable, and comfortable navigating ambiguity in a dynamic environment
• Proven ability to identify, quantify, and communicate customer impact

Even if you don't meet 100% of the qualifications, we recommend applying to the role!