Customer Success Program Architect

Summary

Join Salsify, a leading commerce infrastructure company, as a Global Principal Customer Success Manager. This key strategic role focuses on supporting global accounts, ensuring scalable expansion strategies and exceeding customer goals using Salsify's product suite. You will collaborate with various teams, develop global onboarding strategies, and guide customers through digital shelf programs. The ideal candidate possesses 10+ years of experience in account management, global services delivery, and scalability management. Salsify offers competitive compensation, including a base salary, potential commission/bonus, stock options, and a comprehensive benefits package.

Requirements

• 10+ years of success with account management, global services delivery and scalability management in a consulting or SI firm
• Proven record of driving measurable customer outcomes and success with large, complex customers
• Experience leading multiple large, sophisticated technical projects and/or enterprise-level programs
• Ability to compel customers and internal partners to act and hold them accountable to their commitments
• History leading business transformation programs, including those that involve C-Suite commitment and change management
• Track record of fostering a collaborative environment across sales, services, product and marketing peers
• Ability to navigate data and people to find answers

Responsibilities

• Support pre-sales and sales cycles by providing scalability strategy insights and best practices
• Coordinate all Teams during sales cycle to ensure alignment between CS Support Services Sales
• Produce program plan highlighting global onboarding strategy including all workstreams
• Support Global Enterprise Architecture expansion workshops. Focus on best practice: Global data aggregation strategy Salsify Instance model definition User management strategy Organization change management guidance and tracking
• Support onboarding of local/brand specific CSM on the global account
• Share account adoption & growth strategy; help define/review local and brand level strategy
• Define roles and responsibilities
• Identify adoption strategies (local vs global) and assign targets to the account team
• Recommends and executes joint success plans with their portfolio of customers at the Executive Sponsor level
• Executes strategic business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
• Collects metrics to develop business value assessments of the customers' Salsify investment - coordinate metric assessment with local/brand specific CSM
• Helps customers plan and execute a digital shelf program - this often requires change management guidance and is a key piece of the role!
• Creates playbooks and informs processes for how we can scale our approach towards supporting our largest and most complex customers

Benefits

• Health & medical benefits
• PTO
• Equity in the form of stock options
• In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive