Senior Customer Success Manager

DemandTec

84d

About The Position

At DemandTec, we believe that long-term customer success is the cornerstone of our growth. As a Senior Customer Success Manager (CSM), you will be a trusted advisor and strategic partner to our enterprise and CPG customers, driving adoption, satisfaction, retention, and expansion. You’ll work cross-functionally to deliver exceptional value, acting as the voice of the customer internally while maximizing customer outcomes through proactive engagement. Your success will be measured by key metrics such as Net Promoter Score (NPS), Gross Renewal Rate (GRR), renewals, growth of customer accounts and customer advocacy.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field
• 5–7 years of experience in Customer Success, Account Management, Retail Grocery Buyer, or Strategic Consulting
• Deep understanding of Retail, FMCG/CPG, Merchandising (Pricing and Promotion)
• Proven ability to manage complex, high-value customer relationships
• Strong communication skills—verbal, written, and presentation (English fluency required; additional European languages a plus)
• Proficiency with Customer Success platforms and CRM systems (e.g., Gainsight, Hubspot) and productivity tools (e.g., Microsoft Office)
• Experience with data analytics or SaaS platforms is a strong plus

Responsibilities

• Develop and manage custom Success Plans with measurable business outcomes and defined milestones.
• Build deep relationships with key stakeholders, including C-level executives, to influence and support their strategic goals.
• Lead Quarterly Business Reviews (QBRs) to assess product adoption, identify challenges, and uncover new growth opportunities.
• Serve as the primary point of contact for assigned accounts, guiding them through onboarding, training, and ongoing success.
• Collaborate with Marketing to develop customer advocacy programs including case studies, testimonials, referrals, and webinars.
• Encourage customer participation in DemandTec events (virtual and in-person) to promote thought leadership and peer learning.
• Partner closely with Sales, Marketing, Product, Support, Services, and Engineering to deliver seamless customer experiences.
• Provide customer feedback to internal teams to inform product development, roadmap priorities, and support offerings.
• Monitor customer health and proactively address risks before they impact satisfaction or renewal.
• Develop and execute 'save plans' for at-risk accounts to retain and rebuild trust.

What This Job Offers

• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees