Manager, Customer Retention

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.

Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.

At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. 

About the Opportunity

Salsify is actively seeking an experienced, motivated and results-oriented Manager, Customer Retention, to directly manage a team of 4 Customer Success Managers (CSMs) and 4 Renewal Managers.

This key role within our Mid-Market account segment will lead a team responsible for ensuring our customers are optimizing their adoption and value realization of the platform. You will be responsible for guiding and coaching CSMs and Renewal Managers in all areas of the customer journey, including renewal + upsell, and will be measured on maintaining high customer satisfaction and retention metrics.

The ideal candidate has both customer success and commercial experience and a record of leading high-performing teams.

How You’ll Make an Impact:

• Oversee, build and expand our existing Customer Success strategy to deliver significant scale to our mid-market business
• Implement and optimize a data-driven accountability model for CSMs
• Understand the challenges, needs, and themes of a large portfolio of mid-market accounts
• Manage day-to-day operations, team goal setting, performance management and reporting on key metrics
• Coach direct reports in the development of success plans & product adoption strategies aligned with customer entitlements to ensure customers achieve expected business value and ROI
• Aid direct reports in the identification, development and execution of cross-functional churn risk mitigation strategies
• Forecast churn risk on a quarterly basis
• Guide direct reports to identify customer requirements, uncover roadblocks, and execute renewal strategies to retain customers and increase ARR
• Act as an advocate for our customers and empowering your team to do the same
• Create an inclusive culture by being open-minded, operating with high integrity and an openness to feedback

You'll Enjoy This Role If You Have:

• 5+ years of experience leading a Customer Success team for a rapidly growing SaaS company
• 5+ years experience working in a commercial capacity (account management, renewals, sales, etc.)
• Strong desire to support and coach direct reports on a daily basis to grow in their careers as they help customers and partners achieve their desired outcomes
• Background in hiring, training, and enabling direct reports for success, with strong performance management skills
• Customer-centric mindset and approach to all interactions
• Impeccable organizational and time management skills
• Passion for cross-functional collaboration including optimizing processes and partnerships with sales, services, product and marketing peers

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• We pay market rates, which are competitive and equitable
• We pay based on performance and proficiency, not tenure
• We adjust proactively; when the market moves, we do too