Senior Customer Success Manager
We're partnering with a leading provider of cloud-based technology solutions designed to help specialty retailers transform and grow their businesses. Their unified commerce platform integrates Point of Sale, Merchandising, Order Management, eCommerce, CRM, and Loss Prevention into a single, seamless solution.
The Opportunity: Senior Customer Success Manager
As a Senior Customer Success Manager, you will play a pivotal role in ensuring the success and satisfaction of retail clients. You'll be the primary advocate for your accounts, helping clients maximize the value of the platform while building strong, strategic relationships across their organizations.
What You'll Do
- Conduct regular meetings with retail clients to understand their business needs and provide tailored recommendations.
- Lead quarterly business reviews (QBRs) and in-person client visits to strengthen relationships and align on goals.
- Own a portfolio of named accounts, developing strategic plans to ensure client retention and satisfaction.
- Collaborate with internal teams to deliver on client commitments and resolve issues proactively.
- Identify opportunities for growth and expansion by understanding client goals and anticipating future needs.
- Become a subject matter expert in both the platform and your clients' businesses.
- Monitor client usage and engagement, driving adoption and identifying areas for improvement.
What You'll Bring
- 7+ years of experience in customer success, account management, or client services.
- Bachelor's degree or equivalent experience.
- Exceptional communication and relationship-building skills.
- Experience working with retailers is required; SaaS experience is a plus.
- Ability to understand and discuss technical topics with confidence.
- A customer-obsessed mindset and a proactive, solution-oriented approach.
Perks & Benefits
- Full Medical, Dental, and Vision coverage
- Annual bonus eligibility
- Generous PTO and year-round Summer Fridays
- Tuition reimbursement
- 401(k) with 50% company match (up to 6%)
- Free gym access, café discounts, and a stocked snack pantry
- Monthly team events and a collaborative, hybrid work environmen
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