Senior Customer Success Manager - Enterprise

SPS Commerce • Minneapolis, MN

20d • CA$70,000 - CA$90,000 • Hybrid

About The Position

SPS Commerce is seeking a Senior Customer Success Manager to join its Customer Success Team. The role is responsible for delivering an outstanding customer experience throughout the customer lifecycle by understanding and aligning with customers’ strategic goals. The Senior Customer Success Manager leads post-sales efforts, builds successful and repeatable processes that deliver value, and uses knowledge of SPS Commerce products to drive customer adoption and success. The role also identifies opportunities to strengthen customer relationships and promote effective use of SPS Commerce resources.

This position follows a hybrid work model, with regular in-office presence required at the Toronto, Minneapolis, or Rogers, Arkansas office. The total annualized on-target compensation range is $70,000–$90,000 CAD/US, inclusive of base salary and annualized commission target. Actual compensation depends on factors including education, relevant skills, work history, certifications, and location. SPS Commerce offers a comprehensive benefits package, with benefits varying by country and aligned with local laws and market practices.

SPS Commerce describes its workplace as collaborative and inclusive, valuing innovation and continuous improvement. The company is committed to diversity, equity, inclusion, affirmative action, and equal opportunity in employment.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience.
• At least 2 years of Customer Success Management experience, or 3–5 years of professional business experience in sales or account management.
• Experience in a SaaS environment or working with SaaS clients.
• Demonstrated ability to build strong customer relationships, 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.
• A thoughtful approach to addressing customer pain points.
• Ability to work in a fast-paced environment, strong listening skills, and ability to quickly assess changing priorities.

Nice To Haves

• Experience driving organization-wide initiatives.

Responsibilities

• Develop a deep understanding of customers’ business models, build relationships, and serve as a trusted adviser to support successful partnerships.
• Create plans that outline critical success factors, metrics, targets, and recommendations addressing customers’ strategic goals and business challenges.
• Deliver the revenue recovery service efficiently and effectively to support customer satisfaction, retention, and long-term value.
• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts.
• Identify and execute opportunities to increase contract value by expanding scopes and/or cross-selling other retailers or services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines, and report progress against targets to leadership.
• Build strong relationships with decision-makers across finance, operations, and supply chain teams to drive adoption of new services.

Benefits

• Comprehensive benefits package designed to support employees’ health, well-being, and financial security; benefits are country-specific and aligned with local laws and market practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior