Customer Success Manager (Mid-Market)
About The Position
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! Position Summary: This is a critical client-facing role at SPS focused on our Revenue Recovery business unit, supporting our mid-market customers. You will be the primary point of contact for our valued customers and act as the liaison between the customer and various SPS Commerce teams. The Customer Success Manager provides unparalleled customer service by managing the customer's experience, creating engaged customers, and facilitating organic growth over the customer's lifecycle.
Requirements
- Bachelor's degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience.
- Proven ability to build strong relationships with customers, including experience working with C-level and SVP-level executives and conducting executive business reviews.
- Excellent verbal and written communication, presentation, organization, and time management skills, with a thoughtful approach to addressing customer pain points.
- Comfortable working in a fast-paced environment, with strong listening skills and the ability to quickly assess changing priorities.
Nice To Haves
- Experience driving organization-wide initiatives and previous work at a SaaS company are preferred.
Responsibilities
- Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships.
- Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges.
- Deliver best practices, coach customers to drive product adoption, and facilitate the use of SPS features to demonstrate value.
- Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts.
Benefits
- SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Publishing Industries
Number of Employees
1,001-5,000 employees
