Customer Success Manager

Customer Success Manager

CommerceIQ is seeking a Customer Success Manager to join their team. This is a remote position to be based from the New York tri-state area or Chicago. We are not currently accepting applications based outside of these markets.

As a Customer Success Manager, you will be a customer-facing consultative partner who blends commercial expertise with technical proficiency to accelerate value realization and drive adoption of the CommerceIQ platform. This role integrates elements of account management, solution consulting, and product enablement, with a strong focus on technical discovery, platform configuration, and embedding CommerceIQ into customers' commercial and operational workflows. You will guide customers in leveraging CommerceIQ's AI capabilities to unlock insights, automate actions, and drive scalable outcomes.

Acting as a strategic advisor, you will translate client goals into measurable, repeatable use cases and operationalize them as platform workflows—helping customers streamline decision-making, drive business outcomes, and maximize the value of their investment in CommerceIQ.

This is a high-impact role for professionals who thrive at the intersection of technology and business, with the ability to both configure solutions and guide customers through the change management and operational integration required to achieve sustained success.

What You'll Do:

• Ensure we drive value to customers and grow CIQ's strategic engagement with the Customer
• Lead technical discovery processes to understand data flows, integration requirements, and operational needs, translating these into effective product configurations and workflows.
• Act as a platform subject matter expert, providing support for complex inquiries (level 200–300) and hands-on configuration of key features and modules.
• Provide consultation on best practices for utilizing CommerceIQ data models and dashboards, guiding customers in interpreting platform insights to inform strategic commercial decisions.
• Partner closely with customer contacts and internal technical teams (Product, Engineering) to understand customer concerns and issues, and identify trends and priorities for unlocking best in class enablement.
• Help customers harness CommerceIQ's AI capabilities to drive efficiency, improve execution, and scale their retail media and ecommerce strategies.
• Serve as an internal ecommerce expert for strategy and product development AI initiatives.
• Collaborate with internal teams (Customer Success, Onboarding, Product, Insights) to operationalize workflows that contribute to measurable business outcomes.
• Configure key components of the platform to support adoption and value delivery, including:
• Data ingestion, metric creation, report and dashboard setup, basic context engineering and AI agent setup
• Deliver customized, persona-specific onboarding and enablement sessions for diverse set of commercial and operational teams

What You'll Bring:

Education:

• Bachelor's degree required; advanced degree is a plus

Technical & Consulting

Skills:

• 4-8 years of experience in solution consulting, technical account management within a SaaS/analytics environment or deep sales and planning in retail or CPG, leveraging SaaS/analytics platforms is required.
• Proficiency in navigating and configuring enterprise platforms, ideally with exposure to, eCommerce analytics, pricing systems, or CPG/retail data workflows.
• Hands-on experience with configuring data pipelines, metrics, reports, or automated workflows within a SaaS platform.
• Ability to design and deliver impactful, customer-specific training programs and documentation.
• Familiarity with low-code tools to configure AI-driven workflows or agents and data interpretation, SQL, dashboards, or Business…