Sr. Customer Success Manager, Enterprise

SPS Commerce is hiring a Senior Customer Success Manager, Enterprise to own the customer experience for Revenue Recovery customers from onboarding through renewal. The role focuses on customer adoption, satisfaction, retention, and long-term success, partnering with customers and internal teams to demonstrate value and grow accounts.

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