Sr. Customer Success Manager

Description

As a Customer Success Manager III (Sr. Customer Success Manager) in the retail & supply chain software industry at SPS Commerce, you will focus on ensuring customer satisfaction, driving product adoption, and fostering long-term partnerships, ultimately leading to retention and growth. 

 

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: 

The Customer Success Manager III will partner with a portfolio of our Retail customers, leading with business process expertise, to optimize their supplier programs, process workflows and drive value with SPS products and offerings.  The CSM III is a strategic consultant that develops and maintains long-term customer relationships as the leader of the ongoing account team. This role works on significant and unique issues where analysis of situations or data requires an evaluation of intangibles, partnering closely with stakeholders to drive engagement and optimization.

 

Key Responsibilities: 

• Develop and maintain new customer and stakeholder relationships and lead discussions that drive business value
• Leverage customer insights to innovate and scale customer engagement strategies, product development, and internal process refinement that elevate team impact
• Increase customer lifetime value by:
  • Monitoring customer trading partner onboarding, additions and adoption
  • Aligning with customer to understand their business goals and objectives
  • Creating and managing plans for how SPS and customer achieve that value
• Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams
• Own an average of 20-30 accounts in portfolio at any given time with a mix of enterprise, multiproduct and will need to lead change management for the customer and for SPS
• Lead change management for the customer and for SPS
• Communicate effectively with multiple levels of organization, at both at the customer as well as within SPS
• Act as the go-to person at SPS and the Customer organization for general status and updates
• Advocate for best practices with the customer and overcome resistance to process changes in order to align to SPS business objectives along with optimal customer support
• Establish a deep knowledge of organization's products and services and customers' business goals and objectives
• Lead by influence, coaching and guiding other team members in decision-making; recognized as an advanced individual contributor who is an informal leader across the organization 

Location:  This role is a hybrid position, based out of our Minneapolis office.  Our team #SucceedsTogether through collaboration in-office with flexibility to work remotely.  

 

Required Qualifications:  

• Bachelor’s degree, or equivalent combination of education and experience
• A minimum of 5 years of related experience
• Previous work experience at a SaaS company
• Proven success collaborating and building strong relationships with customers
• Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews
• Excellent verbal and written communication skills
• Strong presentation skills
• Excellent organization and time management skills
• Comfortable in a fast-paced environment
• Ability to quickly assess and reassess priorities in a changing environment
• Strong listening skills with a thoughtful approach to addressing customer pain points
• Proven ability to manage customer escalations and drive to desired outcome
• Experience driving organization-wide initiatives and previous work at a SaaS company are preferred 

 Preferred Qualifications:  

• In-depth retail supply chain operational experience
• Demonstrated experiences utilizing growth mindset
• SaaS account management/portfolio management experience
• Experience with utilizing Customer Success software solutions (such as Gainsight, Vitally, ChurnZero, PlanHat, Totango)

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 sever