Customer Success Manager

Visualfabriq hires a Customer Success Manager to serve as the trusted commercial partner for a portfolio of CPG customers. The role drives customer success, retention, and growth through relationship management, commercial planning, product adoption, customer governance, and coordination of requests and escalations.

Responsibilities:

• Be the first point of contact for your portfolio of CPG customers, building trusted relationships at global and local level
• Own the commercial plan for your customers, from renewal, upsell and cross-sell to training and advisory services, to drive ARR growth
• Keep customers informed about product developments and involve them in testing new functionality
• Govern your customers through well-run meetings, set measurable success objectives and report on usage and service metrics
• Manage customer requests and escalations across Visualfabriq and our partners, prioritising and managing expectations
• Guide customers in adopting AI agents such as Assistant Mike, and critically review AI-generated output before it reaches a customer

Requirements:

• Bachelor's degree and FMCG or Revenue Growth Management (RGM) experience
• Minimum of 3 years of relevant experience in customer success, account management, or a similar customer-facing role
• Excellent English communication skills, able to inspire confidence at all levels
• Strong organisation, prioritisation and commercial acumen
• An interest in software and technology, and comfortable in a fast-paced environment
• Comfortable working with AI tools and critically reviewing AI-generated output
• preferably within CPG or SaaS
• Spanish and/or Portuguese is a plus
• experience with TPM / TPO, business consultancy or Customer Success in SaaS