Customer Success Manager

Summary

Join Salsify, a leading commerce infrastructure company, as a Customer Success Manager! This role focuses on ensuring mid-market customers achieve maximum value from their PXM (Product Experience Management) investment. You will manage the post-sales lifecycle, driving customer retention and satisfaction while identifying growth opportunities. Responsibilities include collaborating on pre-sales transitions, ensuring product adoption, developing strategic success plans, conducting business reviews, capturing customer feedback, and assisting with digital shelf program implementation. Salsify offers a competitive compensation package, including base salary, potential commission/bonus, stock options, and a comprehensive benefits plan.

Requirements

• 2+ years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
• Proven track record of driving measurable customer outcomes and success
• Documented client health scores and utilization targets within a Customer Success tool
• Comfort handling a high volume of new and existing customers and are open to fluctuation
• Experience navigating complex project implementations and/or programs
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Experience handling challenging or complex customers or situations and can demonstrate resolutions
• Experience working cross-functionally with sales, professional services, product and marketing peers
• Ability to navigate data, systems and people to find answers

Responsibilities

• Ensure the customer is achieving business value for every stage of their customer lifecycle journey, post-sale
• Collaborate during the pre-sales cycle to help with a seamless transition and positive customer experience (occasionally)
• Be responsible for the adoption of all licensed products and ensure the customers are receiving business value and ROI
• Recommend and carry out joint strategic success and value plans with their portfolio of customers
• Perform business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
• Capture customer product feedback and enhancement requests metrics and KPIs and document them in Salesforce
• Help customers plan and execute a digital shelf program - this is often change management for our customers and a key piece of the role
• Evangelize customer success stories and customer success systems and processes

Benefits

• Competitive base salary
• Potential commission plan or bonus incentive
• Equity in the form of stock options
• Health & medical benefits
• Paid Time Off (PTO)