Senior Customer Success Manager, Retail

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

About the opportunity:

Salsify is looking for an experienced, driven retail success manager to drive the expansion of our strategic alliances with some of the largest North American retailers. This is a key strategic position with high visibility across the company and with the executive team.

How You'll Make an Impact:

• Manage the business relationship between Salsify & a named set of Retail customers, including Amazon.
• Create and manage an account success plan that is managed jointly across the Retailer stakeholders and internal stakeholders.
• Grow close relationships with executives and key stakeholders within named accounts, including product management, assortment growth, retail media and content strategy teams to (a) optimize and grow the presence of existing capabilities, (b) ensure we have clear communication and escalation paths, (c) have visibility and influence on roadmaps, and (d) support in meeting our Retail partners’ success goals.
• Be a subject matter expert on the retailer’s end-to-end item lifecycle process and serve as a resource for customer escalations.
• “Walk the halls.” Become essential to our Retail partners and grow Salsify’s brand recognition within their organization.
• Partner with Salsify’s Product & Engineering teams on new retailer capabilities and maintenance updates.
• Oversee pilot programs to ensure new capabilities are fully tested and deliver the best customer experience possible for the retailer, the brand, and Salsify.
• Drive brand process adoption by negotiating joint marketing campaigns that help the retailer receive complete and high-quality data while raising awareness of Salsify solutions.
• Advocate for Salsify brands within a retailer to ensure brand content is leveraged to its fullest capacity on the retailer’s family of websites.
• Present as the account expert new opportunities for brands to improve the retailer’s omnichannel experience through richer interactions powered by Salsify.

You'll Enjoy This Role If You Have:

• Capable of and have experience managing complex, enterprise-sized accounts, often engaging SVP or C-suite level executives across business and IT groups
• Have worked with Retailers before, either as an employee, as a technology vendor, or as a supplier; e-Commerce experience strongly recommended
• 7+ years experience in customer-facing, problem-solving positions in fast-paced companies. High tech is preferred, though competitive suppliers or agencies are also valuable.
• Comfortable with ambiguity; leverage experience in business and/or retail and develop a plan to drive program adoption, awareness, and advocacy of leadership
• A “people person”: You are enthusiastic and energized by spending your day interacting with many different people.
• High Emotional Intelligence and the ability to communicate effectively with many different types of people.
• Experience in client services, client success, business development, or solutions engineering.
• Experience navigating large, complex Fortune 1000 companies.
• Extremely effective written, verbal, and presentation communication.
• Driven, ambitious, and optimistic. Never give up. Ability to continue trying despite multiple false starts.
• Highly organized. Strong project or program management experience.
• Curiosity to learn about new businesses and industries, and you can quickly grasp and make effective use of in