Senior Customer Success Manager

Overview of the Role

We are seeking a Senior Customer Success Manager to join our growing team. As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with a cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business.

In this role, you will report to the VP of Customer Success & Training and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.

Key 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

Job Requirements and Qualifications:

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

Preferred Qualifications:

Bachelor’s degree

Experience with retail technology solutions

Proficient with CRM tools such as Salesforce

Experience with companies in growth phase