Customer Success Manager; SaaS

We are seeking an experienced and proactive Customer Success Manager to join our growing SaaS organization. This role bridges customer success, project communication, and account managemen — ensuring every customer receives exceptional value, clear communication, and a trusted partnership that drives business outcomes.

• Customer Relationship Management:
  
  Serve as the primary point of contact for assigned accounts, building trusted relationships and ensuring alignment between customer goals and our product capabilities.
• Customer Communication:
  Lead proactive communication with customers regarding project updates, deliverables, timelines, and any issues that may arise—ensuring customers always feel informed and supported.
• Issue Management & Escalation:
  Anticipate and address customer concerns early, coordinating across internal teams to resolve challenges swiftly and transparently.
• Account Strategy & Growth:
  Develop a deep understanding of each customer’s business objectives, KPIs, and success criteria. Identify opportunities for product adoption, expansion, and value realization.
• Task & Priority Management:
  Translate customer needs into clear internal priorities, working with project and support teams to ensure timely and accurate execution.
• Customer Health Monitoring:
  Track account health metrics (usage, engagement, satisfaction) and take action to improve outcomes and retention.
• Formal Business Reviews:
  Lead structured business reviews—including Quarterly Business Reviews (QBRs) and executive sponsor updates — to communicate progress, demonstrate value, and align future priorities.
• Renewals & Retention:
  Support renewal processes by demonstrating ROI, reinforcing customer value, and ensuring long‑term satisfaction.

• 3–5 years of experience in account management, customer success, or relationship management, preferably in a SaaS or technology-driven environment.
• 3–5 years of experience in CPG in sales, category, insights, or related retail team customer‑facing role.
• Strong communication, organizational, and problem‑solving skills.
• Proven ability to manage multiple priorities and stakeholders with professionalism and clarity.
• A customer‑first mindset with a passion for delivering exceptional experiences.
• Ability to understand technical concepts and translate them into business value for customers.
• Must be able to work on‑site at our Rogers, AR office on a regular basis.

• Experience working with cross‑functional teams (Engineering, BI Development, Sales, Support, Implementation).
• Background in managing enterprise or mid‑market accounts.
• Confidence leading customer meetings, QBRs, and executive‑level discussions.
• Strong analytical and reporting skills to track account performance and customer outcomes.
• Experience in a similar role with a 3rd party brokerage/agency.

• Customers feel informed, valued, and confident in their partnership.
• Issues are identified early and managed proactively.
• Internal teams are aligned around clear priorities and customer objectives.
• Accounts show consistent growth in adoption, satisfaction, and renewal.