Customer Success Executive

• Own the relationship with a portfolio of large, complex CPG accounts, acting as their advocate inside SPS Commerce and their trusted advisor on retail compliance operations.
• Guide customers through onboarding, product adoption, and renewal, so they see measurable value from the network at each stage.
• Analyze customer deduction and compliance data to help identify root causes and recommend prevention strategies for issues like Walmart deductions and OTIF non-compliance.
• Train customers on SPS Commerce products and retail compliance programs in a way that builds real confidence and drives adoption, not just awareness.
• Track account health and engagement, and act early when a customer shows signs of risk, coordinating with internal teams to resolve issues before they affect renewal.
• Bring customer feedback back into SPS Commerce, connecting customers with Product, Support, and Retail Compliance teams when their input can shape what we build next.
• Stay current on retail and CPG industry developments, through trading partner communications, retailer scorecards, industry groups, and conferences, and translate what you learn into practical advice for your customers.
• Contribute to the broader Customer Success strategy for account retention, expansion, and customer health across the Revenue Recovery segment.

• Bachelor's degree, preferably, in Business, Finance, or Supply Chain, or equivalent professional experience.
• 5-10 years of experience working with major retailers (Walmart, Sam's Club, Target, Kroger, Amazon) or at a large CPG company, with direct exposure to deductions, chargebacks, or retail compliance programs.
• A track record of managing complex customer relationships and navigating competing priorities across large organizations.
• Strong written and verbal communication skills, with the ability to explain compliance and technical topics clearly to non-technical stakeholders.
• Comfort analyzing data to find root causes and turning that analysis into a clear recommendation.
• The ability to work independently, prioritize a full portfolio of accounts, and know when to elevate.
• A fast learner who picks up new systems and products quickly and can teach them to others.

Demonstrates expertise in managing complex customer relationships within the CPG sector, with a strong focus on retail compliance operations and data analysis. Proficient in onboarding, product adoption, and driving customer engagement to ensure account health and retention.

• Customer Relationship Management
• Retail Compliance Programs
• Data Analysis and Recommendations
• Communication Skills
• Account Health Tracking

• Data Analysis
• Retail Compliance
• Deductions Management
• Chargebacks
• Onboarding
• Product Adoption
• Customer Engagement
• Root Cause Analysis
• Portfolio Management
• Risk Assessment

• Strong Communication
• Independent Work
• Prioritization
• Fast Learner
• Training and Teaching

• CPG
• Retail
• Walmart
• Sam's Club
• Target
• Kroger
• Amazon
• Revenue Recovery
• Customer Success
• Industry Developments