Customer Success Manager

Introduction:
We are seeking a motivated and knowledgeable Customer Success Manager to join our dynamic team. This role is perfect for someone who has a deep understanding of retail product segments, particularly in grocery and pet supplies, and who thrives on building strong, successful relationships with B2B customers. You will play a crucial role in ensuring our clients maximize the benefits of our retail solutions.
Key Responsibilities:

• Customer Engagement: Develop and maintain strong relationships with B2B customers, providing consultative support and ensuring they derive maximum value from our solutions.
• Data Analysis & Reporting: Utilize retail data metrics and KPIs to monitor customer health scores, identify trends, and provide actionable insights to clients.
• Product Knowledge: Understand and advise on retail pricing strategies, including terms like TPR (Temporary Price Reduction), and assist clients in optimizing their pricing decisions.
• Technical Support: Run basic SQL queries to gather customer data and resolve issues. Provide feedback to the offshore development team to enhance product features based on customer needs.
• Team Collaboration: Work closely with an offshore development team, ensuring timely deliverables and facilitating communication between technical teams and customers.
• Training & Onboarding: Responsible for the comprehensive onboarding of new customers, including:
  • Designing and conducting customized training sessions tailored to the specific needs of each client.
  • Developing and maintaining educational materials such as user manuals and tutorial videos.
  • Gathering feedback to refine training approaches and ensuring continual alignment with client needs and industry standards.
  • Providing ongoing support and training to help customers stay updated on new features and enhancements.

Key Performance Indicators (KPIs):

• Net Promoter Score (NPS): Regularly measure customer satisfaction and loyalty.
• Net Revenue Retention (NRR): Monitor the percentage of recurring revenue retained from existing customers.
• Revenue Growth: Track the increase in revenue from existing customers through upselling and cross-selling.
• Revenue Retention: Measure the ability to maintain ongoing revenue streams from existing customers.
• Logo Retention: Assess the ability to retain customer accounts over time, minimizing churn.

Required Skills & Qualifications:

• 5+ years of experience in customer success or account management, ideally within the retail sector (grocery and pets preferred).
• Strong understanding of retail data metrics, KPIs, and pricing terminology.
• Basic proficiency in SQL for performing data queries and analysis.
• Excellent interpersonal skills with the ability to manage and work effectively with an offshore development team.
• Demonstrated ability in providing consultative support and building strong customer relationships.
• Bachelor’s degree in Business Administration, Marketing, or a related field is preferred.

Preferred Skills:

• Experience with CRM software and customer success platforms.
• Advanced understanding of retail management systems and pricing models.

Benefits:

• Comprehensive medical, dental, and vision coverage.
• Company-sponsored 401(K) and life insurance.

Generous paid time off policy.