Senior Customer Success Manager - Enterprise

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We are seeking a Sr. Customer Success Manager to join our Customer Success Team. In this role, you will ensure an outstanding customer experience throughout the customer's lifecycle by understanding and aligning with their strategic goals. You will lead post-sales efforts to build successful and repeatable processes that deliver value and leverage your proficiency in SPS Commerce products to drive customer adoption and success. Additionally, you will identify opportunities to enhance customer relationships and promote effective utilization of SPS Commerce resources. This role follows a hybrid work model, with regular in-office presence required at our Toronto, Minneapolis or Rogers, AR office.

Responsibilities

Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships; Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges; Deliver the revenue recovery service efficiently and effectively, ensuring 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; report to leadership on progress vs. targets; Build strong relationships with decision-makers across finance, operations, and supply chain teams to drive adoption of new services

Requirements

Bachelor's degree or equivalent combination of education and experience; 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience (Sales or Account Management); Experience within a SaaS environment or have SaaS clients; Proven ability to build strong relationships with customers, 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, with a thoughtful approach to addressing customer pain points; Comfortable working in a fast-paced environment, with strong listening skills and the ability to quickly assess changing priorities

Nice to have

Experience driving organization-wide initiatives

Benefits

Comprehensive benefits package designed to support employees' health, well-being, and financial security (benefits are country-specific)