Customer Success Manager II

Description

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!    

    

Position Summary:     

We are seeking a Customer Success Manager II to join our Customer Success Team. In this role, you will Manage multiple Manufacturing customers at different stages of the customer journey, you will need to be cross-functional and be a part of building out the acount management strategy for our customers and the Manufacturing teasm. Also, 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. 

 

Key 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 best practices, coach customers to drive product adoption, and facilitate the use of SPS features to demonstrate value. 

• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts. 

 

 Location:     

In this hybrid role, you will be required to work onsite from our Minneapolis office two days per week.    

    

Required Qualifications:       

• Bachelor’s degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience. 

• 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. Experience driving organization-wide initiatives and previous work at a SaaS company are preferred. 

 

Preferred Qualifications:

• Previous Manufacturing, Supply Chain, and/or SaaS experience a plus
• Ability to analyze customer data to drive automated, value-driven interactions and optimize customer journeys
• Ability to create clear, engaging content like emails, help articles, and videos to support customers at scale
• Experience with CRM tools (Salesforce), customer success platforms (Gainsight), and email automation
• Skilled in identifying patterns and optimizing workflows to improve the customer experience through automation
• Comfortable with product functionality, troubleshooting, and basic tech knowledge

 

What We Offer:    

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. 

 

The annual salary range for this role is: $62,100 - $93,100. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.  

 

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.   

    

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusi