Senior Customer Success Manager

Summary

Join Salsify, a leading commerce infrastructure company, as a Retail Success Manager. This key strategic role involves managing relationships with major North American retailers, including Amazon. You will develop and execute account success plans, collaborate with internal and external stakeholders, and serve as a subject matter expert on retail processes. Responsibilities include optimizing existing capabilities, ensuring clear communication, influencing roadmaps, and driving brand process adoption. This high-visibility position requires experience managing complex enterprise accounts and strong communication skills. Salsify offers competitive compensation, including base salary, potential commission/bonus, equity, and a comprehensive benefits package.

Requirements

• Capable of and have experience managing complex, enterprise-sized accounts, often engaging SVP or C-suite level executives across business and IT groups
• Have worked with Retailers before, either as an employee, as a technology vendor, or as a supplier; e-Commerce experience strongly recommended
• 7+ years 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
• Highly organized. Strong project or program management experience
• Curiosity 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 customers, including Amazon
• Create and manage an account success plan that is managed jointly across the Retailer 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 our Retail partners and grow Salsify’s brand recognition within their organization
• Partner with Salsify’s Product & Engineering teams on new retailer capabilities and maintenance updates
• Oversee pilot programs to ensure new capabilities are fully tested and deliver the best customer experience possible for the retailer, the brand, and Salsify
• Drive brand process adoption by negotiating joint marketing campaigns that help the retailer receive complete and high-quality data while raising awareness of Salsify solutions
• Advocate for Salsify brands within a retailer to ensure brand content is leveraged to its fullest capacity on the retailer’s family of websites
• Present as the account expert new opportunities for brands to improve the retailer’s omnichannel experience through richer interactions powered by Salsify

Benefits

• Health & medical benefits
• Flexible spending accounts
• Flexible 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