Customer Success Manager

Job Summary:

We’re looking for a proactive and relationship-driven Customer Success partner to join our growing team. If you have a strong grasp of retail product segments—especially grocery and pet—and enjoy working closely with B2B customers to help them succeed, this role is for you. You’ll be at the forefront of our client partnerships, ensuring they unlock the full value of our solutions and achieve their business goals.

• Customer Engagement:
  Develop and maintain strong relationships with B2B customers, providing consultative support and ensuring they derive maximum value from our solutions.
• Data Analysis & Reporting:
  Utilize retail data metrics and KPIs to monitor customer health scores, identify trends, and provide actionable insights to clients.
• Product Knowledge:
  Understand and advise on retail pricing strategies, including terms like TPR (Temporary Price Reduction), and assist clients in optimizing their pricing decisions.
• Technical Support:
  Run basic SQL queries to gather customer data and resolve issues. Provide feedback to the offshore development team to enhance product features based on customer needs.
• Team
  
  Collaboration:
  
  Work closely with an offshore development team, ensuring timely deliverables and facilitating communication between technical teams and customers.
• Training & Onboarding:
  Responsible for the comprehensive onboarding of new customers, including:
• Designing and conducting customized training sessions tailored to the specific needs of each client.
• Developing and maintaining educational materials such as user manuals and tutorial videos.
• Gathering feedback to refine training approaches and ensuring continual alignment with client needs and industry standards.
• Providing ongoing support and training to help customers stay updated on new features and enhancements.

• Net Promoter Score (NPS):
  Regularly measure customer satisfaction and loyalty.
• Net Revenue Retention (NRR):
  Monitor the percentage of recurring revenue retained from existing customers.
• Revenue Growth:
  Track the increase in revenue from existing customers through upselling and cross-selling.
• Revenue Retention:
  Measure the ability to maintain ongoing revenue streams from existing customers.
• Logo Retention:
  Assess the ability to retain customer accounts over time, minimizing churn.

• Proven experience in customer success or account management, ideally within the retail sector (grocery and pets preferred).
• Strong understanding of retail data metrics, KPIs, and pricing terminology.
• Basic proficiency in SQL for performing data queries and analysis.
• Excellent interpersonal skills with the ability to manage and work effectively with an offshore development team.
• Demonstrated ability in providing consultative support and building strong customer relationships.
• Bachelor’s degree in business administration, Marketing, or a related field is preferred.

• Experience with CRM software and customer success platforms.
• Advanced understanding of retail management systems and pricing models.

• Comprehensive medical, dental, and vision coverage.
• Short and long term disability insurance and 401K