Sr. Customer Success Manager, Enterprise

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Client relationships are our top priority. As a Sr. Customer Success Manager, Enterprise on our Revenue Recovery Customer Success team, you will serve as the primary point of contact for customers, owning the customer experience from onboarding through renewal. You'll build trust-based partnerships, help customers realize the full value of their SPS investment, and play a key role in retention, adoption, and long-term customer success. This role partners closely with internal SPS teams to ensure customers remain engaged and grow organically over time. This role is hybrid out of our Rogers, AR office and is also open to US or Canadian-based SPS employees outside of Rogers.

Responsibilities

Serve as the primary point of contact for Revenue Recovery customers throughout the full customer lifecycle, including trial, onboarding, product education, and renewal; Build long-term, trust-based partnerships by developing a broad understanding of each customer's business model and helping them realize the full value of their SPS Revenue Recovery investment; Drive high customer satisfaction through onboarding best practices, product training, adoption guidance, and ongoing support; Develop plans for customers outlining critical success factors, metrics, targets, and recommendations, and deliver structured programs to drive adoption at low-usage accounts; Monitor and facilitate customer adoption of SPS product features and functions in relation to each customer's overall business needs; Champion customer retention strategies including account health monitoring, user engagement, and renewals, and work cross-functionally to reduce churn and increase customer lifetime value; Lead and support strategic and tactical programs designed to maximize customer satisfaction, adoption, and retention; Plan, deliver, and manage key customer milestones such as onboarding, implementation, and ongoing touchpoints; Understand customer strategic goals and business challenges, and map SPS features and associated business benefits to address needs and demonstrate value; Work with executive-level stakeholders to execute business reviews and drive organization-wide initiatives; Act as a liaison between customers and internal SPS Commerce teams to ensure alignment and timely resolution of needs

Requirements

Bachelor's degree and 2+ years of CSM experience or 3-5 years of professional business experience; or equivalent combination of education and experience; Experience working closely with C-level and SVP-level executives and executing executive business reviews; Excellent verbal and written communication and presentation skills; Strong listening skills with a thoughtful approach to addressing customer pain points; Highly organized and process-driven with the ability to manage multiple priorities simultaneously; Ability to quickly develop product expertise and confidently train customers to drive adoption; Comfortable working in a fast-paced environment with the ability to assess and shift priorities quickly

Nice to have

Experience with retail deductions and/or retail compliance programs; CPG industry experience; Prior Walmart experience; Previous experience at a SaaS company

Benefits

Comprehensive package including health, dental, vision, disability and life insurance; Paid time-off; 401(k); Health and flexible spending accounts; Stock purchase plan; Hybrid work with in-person collaboration and remote flexibility