Customer Success Executive

SPS Commerce • Minneapolis, MN

5d • Hybrid

About The Position

SPS Commerce is a provider of cloud-based supply chain management solutions serving a global network of retail trading partners. The Customer Success Executive is a strategic consultant who leads the ongoing account team and develops and maintains long-term customer relationships. The role works across the organization to understand the status, opportunities, and challenges of assigned accounts, and requires strong knowledge of SPS Commerce products to explain their value and usage. Building relationships with senior customer and SPS leaders is critical to success.

The executive manages a portfolio of up to 15 accounts, including enterprise and multiproduct accounts. The role focuses on increasing customer lifetime value, guiding customer change management, ensuring delivery according to sales contracts, and coordinating internally and with customers to resolve issues and achieve business objectives. This is an advanced individual-contributor role that leads by influence and informally coaches colleagues.

The role follows a hybrid work model, with regular in-office presence required at the Toronto, Minneapolis, or Rogers, Arkansas office. The stated total annualized on-target compensation range, inclusive of base salary and annualized commission target, is $95,800–$148,500. Actual compensation depends on factors including education, relevant skills, work history, certifications, and location. SPS Commerce offers a comprehensive benefits package, with benefits varying by country and aligned with local laws and market practices.

Requirements

• At least 10 years of related retail or account-management experience with a bachelor’s degree; or 6 years of experience with a master’s degree; or an equivalent combination of education and experience.
• Proven success interfacing with and aligning at the executive level.
• Excellent organizational, written, and oral communication skills, along with initiative, vision, and enthusiasm.
• Ability to provide informal coaching and leadership across account teams and the organization.
• Demonstrated success analyzing complex situations, defining key objectives, and developing strategies and action plans.
• Strong background negotiating contract business terms and understanding terms and conditions.
• Proven ability to engage internal teams and drive issue-resolution processes using forward-thinking, out-of-the-box solutions.
• Excellent planning and project-management capabilities.
• Entrepreneurial outlook and ability to influence the company’s future direction through trend analysis and hands-on experience.

Nice To Haves

• MBA.

Responsibilities

• Develop executive relationships and lead discussions with customer stakeholders.
• Monitor customer trading-partner onboarding, additions, and adoption to increase customer lifetime value.
• Work with customers to understand business goals and objectives and create and manage plans to achieve value.
• Ensure products or services are delivered on time according to sales contracts.
• Provide product feedback to management or development teams.
• Manage a portfolio of up to 15 accounts, including enterprise and multiproduct accounts.
• Lead change management for customers and SPS Commerce.
• Communicate effectively with multiple levels of customer and SPS organizations.
• Serve as the go-to contact at SPS and within customer organizations for general status and updates.
• Advocate for best practices and address resistance to process changes to align with SPS business objectives and optimal customer support.
• Develop deep knowledge of SPS products and services and customers’ business goals and objectives.
• Influence, coach, and guide team members in decision-making and contribute as an informal organizational leader.
• Analyze complex situations, define objectives, and develop strategies and action plans.
• Engage internal teams to drive issue resolution using forward-thinking solutions.
• Use trend analysis and hands-on experience to influence the company’s future direction.

Benefits

• Comprehensive benefits package designed to support health, well-being, and financial security; benefits vary by country and are aligned with local laws and market practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior