Customer Success Manager
About The Position
Swiftly is a retail digital technology company headquartered in the Bay Area that empowers regional and independent grocers to compete in a digital-first world. Swiftly provides best-in-class app, web, loyalty, and e-commerce solutions to retailer partners without SaaS fees, instead driving revenue through its retail media network and sharing profits with retailers. With 70+ retailer banners and Series C funding, Swiftly is the first in the industry to seamlessly connect digital and in-store shopping. AI is at the core of how we build, operate, and scale, powering everything from shopper personalization to internal engineering velocity. Our solutions, including Audience Optimizer™, Alcohol Cashback, and Offsite Campaigns, drive shopper engagement and brand success. Position Summary: Swiftly is searching for a Customer Success Manager (CSM) owns the post-sale relationship for a portfolio of grocery retailers. This role will serve as the primary strategic partner, driving onboarding, adoption, performance, retention, and expansion across Swiftly’s product suite. The CSM blends relationship management, operational execution, and data-driven insights, working cross functionally with Implementation, Product, Sales, Support, and Media teams to ensure customers are successful, supported, and growing. As a part of this book of business, this customer success manager will be available onsite for key customer work and strategy, traveling 30% of the time.
Requirements
- 4+ years of experience in Customer Success, Account Management, or Client Services
- Experience supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred)
- Strong ability to manage multiple accounts and priorities simultaneously
- Data-driven mindset with comfort analyzing performance metrics and trends
- Excellent communication skills, written, verbal, and executive-level
- Proven track record of driving retention and customer satisfaction
- This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship
Nice To Haves
- Experience working with retailers, grocery, or retail media networks
- Familiarity with mobile apps, digital advertising, or media performance metrics
- Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions, etc.)
- Comfort working in fast-growing, evolving environments
- Confidence in customer onsite engagement
- Self-starter, someone with a desire to roll up their sleeves, learn and build to problem solve and drive next steps
Responsibilities
- Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts
- Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products
- Develop account success plans aligned to retailer goals, KPIs, and revenue targets
- Proactively identify risks, opportunities, and optimization paths
- Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) - track the success
- Evangelize customers knowledge of product services and advise them on how to grow their marketing programs
- Ensure customers understand and realize measurable value from the platform
- Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
- Drive feedback, discovery and outcomes
- Translate data into clear, actionable recommendations for customers
- Drive renewals and retention outcomes (GRR / NRR) for your portfolio
- Identify and support upsell and expansion opportunities in partnership with Sales
- Support revenue growth initiatives including new features, media offerings, and pilots
- Partner closely with Implementation/solutions engineering during handoff and early lifecycle
- Coordinate with Support and Product to resolve issues and escalate feedback
- Represent the voice of the customer internally and influence product priorities
- Contribute to process improvements, playbooks, and scalable CS programs
- Maintain accurate account data, health scores, and forecasts in CRM / CS tools
- Track key metrics including adoption, usage, revenue performance, and NPS
- Follow established CS processes while contributing to continuous improvement
- Other related duties as assigned
Benefits
- The salary range is based on the candidates experience as it relates to the role.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
