Customer Success Manager

Summary

Join Salsify, a leading commerce infrastructure company, as a Customer Success Manager! In this role, you will be responsible for the post-sales lifecycle of enterprise customers, ensuring they achieve maximum value from the PXM platform. You will drive customer retention, satisfaction, and identify growth opportunities. The ideal candidate has 3-5 years of experience in a SaaS customer success role, a proven track record of driving customer outcomes, and experience navigating complex projects. Salsify offers competitive compensation, including a base salary, potential commission/bonus, equity, and a comprehensive benefits package. This position supports customers in the Pacific Time Zone, with flexibility in hours considered.

Requirements

• 3-5 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 (Gainsight a plus)
• 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
• Handled challenging or complex customers or situations and can demonstrate resolutions
• Worked 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
• 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

Preferred Qualifications

PIM, CPG or Retail experience

Benefits

• Health & medical benefits
• Flexible spending accounts
• Flexible PTO
• Equity in the form of stock options
• Potential commission plan or a bonus incentive