Customer Success Manager

Responsibilities

• Own a book of business, driving overall account health and satisfaction.
• Conduct regular cadence calls, Quarterly Business Reviews, and strategy sessions with customers.
• Monitor adoption and system usage, identifying risks and growth opportunities.
• Retain and grow accounts through proactive engagement and value delivery.
• Lead customer onboarding and make sure go-lives happen smoothly.
• Work with cross-functional project teams, including Technical Account Managers and engineers, to deliver solutions on time and within scope.
• Track milestones, dependencies, and risks with precision.
• Identify upsell and expansion opportunities through ongoing engagement.
• Work with Sales and Account teams to support growth initiatives.
• Drive customer outcomes and long-term value realization.
• Partner with Product, Engineering, Support, and Data teams to resolve issues and put solutions in place.
• Share customer feedback with internal teams to inform product improvements.
• Keep accurate records in HubSpot and communicate updates via Slack and internal reports.
• Provide regular updates to senior leadership on customer health, risks, and success metrics.

Requirements

• 2 to 5 years of experience in Customer Success, Project Management, or Implementation.
• Experience working with retail and or supply chain environments.
• Bachelor’s degree required.
• Excellent communication and relationship-building skills.
• Strong analytical skills.
• Proficiency in Excel required.
• Highly organized, dependable, and comfortable managing multiple priorities.
• Ability to work cross-functionally.

Preferred Qualifications (Nice to Have)

• Master’s degree preferred.
• Python skills are a plus.

About the Company

This role blends account ownership, project execution, and strategic collaboration across internal teams. You will manage a customer portfolio and drive measurable outcomes aligned with their business goals.

Category

Customer Service