Customer Success Manager
About The Position
Swiftly is looking for a customer success manager that will be focused on driving retailer outcomes, accelerating adoption, and ensuring long term partnerships that deliver measurable value. The Customer Success Manager (CSM) will own the post-sale relationship for a portfolio of grocery retailers. Serving as the primary strategic partner, driving onboarding, adoption, performance, retention, and expansion across Swiftlyâs product suite. This role blends relationship management, operational execution, and data-driven insights. The CSM will work cross-functionally with Implementation, Product, Sales, Support, and Media teams to ensure customers are successful, supported, and growing. This is a hybrid role as a part of this book of business, this customer success manager will be available onsite for key customer work and strategy at least 3 days week. This will be 9-5pm in the offices in Modesto or Dublin.
Requirements
- 3â6+ 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 skillsâwritten, 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
Responsibilities
- Own the end-to-end post-implementation relationship for assigned retailer accounts
- Act as the primary point of contact and trusted advisor for customer stakeholders
- 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)
- Ensure customers understand and realize measurable value from the platform
- Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
- Drive VOC feedback, delivery and outcome progress
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
