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 Salsify's PXM. You will manage the post-sales lifecycle, driving customer retention and satisfaction. Responsibilities include collaborating on pre-sales, ensuring product adoption, developing strategic success plans, conducting business reviews, capturing customer feedback, and helping customers implement digital shelf programs. The ideal candidate has 2+ years of experience in a similar SaaS role, a proven track record of driving customer success, and experience navigating complex projects. Salsify offers competitive compensation, including base salary, potential commission/bonus, stock options, and a comprehensive benefits package.

Requirements

• Have 2+ years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
• Have a proven track record of driving measurable customer outcomes and success
• Have documented client health scores and utilization targets within a Customer Success tool
• Be comfortable handling a high volume of new and existing customers and be open to fluctuation
• Have experience navigating complex project implementations and/or programs
• Have a track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Have handled challenging or complex customers or situations and can demonstrate resolutions
• Have worked cross-functionally with sales, professional services, product and marketing peers
• Be able 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

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