Senior Customer Success Manager

Summary

Join Upshop, a SaaS software development company, as a Senior Customer Success Manager! In this role, you will be the primary point of contact for strategic customers, building strong relationships and driving customer retention and growth. You will collaborate with cross-functional teams, act as a trusted advisor to customers, and contribute to revenue growth. This position requires extensive experience in the grocery retail industry and account management. Upshop offers a remote work environment (with some travel), competitive salary, bonus opportunities, and a 401k plan.

Requirements

• 6+ years of combined grocery retail industry and account management or retail operational experience
• Strong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiences
• Empathetic, positive attitude with a desire to help customers reach their goals
• Enthusiastic, results-oriented and creative individual with solid organizational and collaborative skills and comfortable with a fast-paced growth company
• Demonstrated desire for continuous learning, improvement and awareness of retail industry trends
• Attend all required meetings, training sessions, and company events
• Must be available for travel up to 30-40% of the time

Responsibilities

• Own, drive, and manage the end-to-end customer relationship – ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers key stakeholders
• Become a strategic partner to our customers by understanding the customers’ business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor
• Act as an internal advocate and champion for your customers, pulling together the required teams and individuals needed to support current challenges or opportunities within the customer
• Execute and deliver on exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business Reviews
• Develop ongoing communication with the retailers’ project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time
• Maintain and strengthen relationships while fostering new contacts with customers cross functional leaders by providing support, information, and guidance ; researching and recommending new opportunities for profit and operational improvements
• Lead the relationship management and internal data capture of key customer information and business capabilities
• Support and consult customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits
• Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomes
• Maintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry
• Meet retention, adoption, and growth goals across assigned customers

Preferred Qualifications

• Bachelor’s degree
• Experience with retail technology solutions
• Proficient with CRM tools such as Salesforce
• Experience with companies in growth phase

Benefits

• Remote Work (outside of required travel to customer sites)
• Competitive salary
• Quarterly performance-based bonus opportunity
• Employer-matched 401(k) plan
• Attractive paid time off policy