Retail Success Manager

Summary

Join Salsify, a leading commerce infrastructure company, as a Customer Success Manager supporting major North American retailers and distributors. This key strategic role offers high visibility and involves managing account relationships, creating success plans, and collaborating with internal and external stakeholders. You will be a subject matter expert on the retailer's item lifecycle, fostering strong relationships with executives and key decision-makers. Responsibilities include overseeing pilot programs, driving brand adoption through marketing campaigns, and advocating for Salsify brands. The ideal candidate possesses extensive experience in ROI-focused customer success programs, strong communication skills, and a proven ability to navigate complex organizations. This is a remote position.

Requirements

• A wealth of experience in driving ROI-focused customer success programs with complex organizations
• You are comfortable networking with multiple senior stakeholders across the organization to help develop and execute work that helps achieve business-critical goals and objectives
• 5+ years of experience in customer-facing, problem-solving positions in fast-paced companies. High tech is preferred, though competitive suppliers or agencies are also valuable
• Comfortable with ambiguity; leverage experience in business and/or retail, and develop a plan to drive program adoption, awareness, and advocacy of leadership
• A “people person”: You are enthusiastic and energized by spending your day interacting with many different people
• High Emotional Intelligence and the ability to communicate effectively with many different types of people
• Experience in client services, client success, business development, or solutions engineering
• Experience navigating large, complex Fortune 1000 companies
• Extremely effective written, verbal, and presentation communication
• Driven, ambitious, and optimistic. Never give up. Ability to continue trying despite multiple false starts
• Creative and entrepreneurial in your approach to your work
• Highly organized. Strong project or program management experience
• Curious to learn about new businesses and industries, and you can quickly grasp and make effective use of industry- and company-specific terminology

Responsibilities

• Manage the business relationship between Salsify & a named set of Retail & Distributor customers
• Create and manage an account success plan that is managed jointly across the customer stakeholders and internal stakeholders
• Grow close relationships with executives and key stakeholders within named accounts, including product management, assortment growth, retail media and content strategy teams to (a) optimize and grow the presence of existing capabilities, (b) ensure we have clear communication and escalation paths, (c) have visibility and influence on roadmaps, and (d) support in meeting our Retail partners’ success goals
• Be a subject matter expert on the retailer’s end-to-end item lifecycle process and serve as a resource for customer escalations
• ���Walk the halls.” Become essential to their employees and grow Salsify’s brand recognition and regard with their employee base
• Partner with Salsify’s Services, Product & Engineering teams on new connection capabilities and maintenance updates
• Oversee pilot programs to ensure new capabilities are fully tested and deliver the best customer experience possible for the retailer/ distributor, the brand, and Salsify
• Drive brand adoption by negotiating joint marketing campaigns that help the retailer or distributor expand its merchandising programs and raise awareness of Salsify solutions
• Advocate for Salsify brands within a retailer/ distributor to ensure that brand content is leveraged to its fullest capacity
• Present as the account expert, identify new opportunities for brands to improve the retailer or distributor’s omnichannel experience through richer interactions powered by Salsify

Preferred Qualifications

• Worked with Retailers before, either as an employee, as a technology vendor, or as a supplier, is a great plus; e-Commerce experience is strongly recommended
• Worked with Distributors before, either as an employee, as a technology vendor, or as a supplier; strongly encouraged

Benefits

• Health & medical benefits
• Flexible spending accounts
• Flexible PTO
• Equity in the form of stock options