Enterprise Customer Success Manager

Storesight LLC•Northwest Arkansas (hybrid), AR

About The Position

The Enterprise Customer Success Manager owns relationships, retention, and growth for Storesight’s largest and most strategic CPG and Retailer customers. The role serves as a trusted advisor to sales, category management, and executive leadership teams, helping customers realize measurable value from the Storesight platform and regard it as mission critical to winning at retail. The position calls for a commercially minded customer success professional able to navigate complex, multi-brand organizations, lead executive-level conversations, and translate shelf data into business outcomes. As a senior member of the Customer Success team, this role manages a portfolio of enterprise accounts and collaborates with sales, product, data, operations, and marketing to advocate for customer needs, support customer success, influence the product roadmap, and improve how Storesight serves its most important customers.

Requirements

Seasoned customer success or account management professional with deep experience serving enterprise CPG and retail customers.
Demonstrated track record of retaining and growing large, complex accounts and meeting or exceeding retention and expansion targets.
Executive presence and confidence influencing senior stakeholders and navigating complex, matrixed organizations.
Commercial mindset and comfort leading renewal and expansion negotiations.
Ability to drive pace and urgency.
Strong curiosity and analytical ability, including the ability to bring data-driven stories and narratives to life.
Strong communication skills and ability to simplify complex insights for different stakeholders.
Proactive problem solver and team player who thrives in a fast-paced, collaborative environment.
7+ years of experience in category management, retail analytics, or related functions in the CPG/Retail industry.
Ability to travel for customer meetings and occasionally work outside regular business hours as needed.

Nice To Haves

Bachelor’s degree in a pertinent field preferred.
Experience with HubSpot or other CRM platforms.
Experience with retail data, syndicated data, AI agents, or business intelligence tools.
Familiarity with Storesight or similar retail intelligence platforms.

Responsibilities

Own a portfolio of large and complex enterprise customers, with accountability for gross retention, net revenue retention, and customer health.
Build and maintain relationships with executive stakeholders and teams across sales, category management, insights, and retail execution.
Develop and execute account Success Plans aligned with customer priorities, retail calendars, line reviews, and JBPs.
Lead executive business reviews that quantify the value and ROI customers achieve with Storesight.
Own enterprise renewals end to end, including forecasting, risk mitigation, and commercial negotiations.
Identify expansion opportunities across brands, categories, retailers, and solutions, partnering with Sales to close them.
Manage accounts, forecasts, and customer interactions in HubSpot and report account health to Customer Success leadership.
Analyze customer usage and Storesight data to surface insights, close adoption gaps, and drive measurable outcomes.
Identify early signs of account risk and lead cross-functional recovery plans with Data and Platform Operations teams.
Translate shelf and retail data into executive-ready stories connected to customer KPIs.
Train customers on Storesight platform features and navigation.
Guide customers on advanced platform use cases and best practices to maximize their investment.
Lead complex enterprise onboardings and implementations, including multi-team rollouts and custom program design.
Represent enterprise customer needs by sharing structured feedback with Product and Data teams to inform platform enhancements and the roadmap.
Share enterprise account insights and best practices with the broader Customer Success team.
Help develop and refine Customer Success playbooks, processes, and tools for enterprise account management.
Partner with Customer Success leadership on team initiatives and contribute to a collaborative, high-performance culture.