Customer Success Manager driving adoption, retention, and expansion for SPS Commerce’s cloud - based retail supply - chain solutions. Building executive relationships and forecasting renewals across Toronto, Minneapolis, or Rogers.
About the role
- Client Success Manager helping Revaly’s merchants recover failed payments and grow revenue. Owning client relationships, renewals, expansion, and payment-performance outcomes.
Responsibilities
- Own relationships with mid-market and enterprise merchants from pre-launch through long-term partnership, including retention, growth, and renewals
- Set and clarify pre-launch expectations while partnering with Enablement on technical go-live
- Own post-launch performance through data analysis, health scoring, and risk tracking
- Forecast merchant volume and lead conversations about volume expectations, expansion, and contraction
- Build multi-threaded relationships with executive and cross-functional client stakeholders
- Actively manage Decline Inventory to drive recovery performance
- Own expansion conversations from identifying products, use cases, and payment methods through deal closure
- Identify at-risk merchants and lead turnaround plans
- Run business reviews covering performance, value, and next steps
- Coach clients on platform best practices
- Gather and prioritize merchant feedback for Product roadmap and user-experience improvements
- Support Sales with technical and operational requirements for prospective clients
- Collaborate with Product Marketing on onboarding materials and Client Success assets
- Partner with Client Support to deliver a connected client experience
- Drive client advocacy through references, case studies, and referrals
Requirements
- 3+ years of experience in client success or account management with mid-market and enterprise clients, ideally in payments, fintech, or B2B SaaS
- Solid grasp of payments, including authorizations, declines, recovery, and the merchant-issuer relationship, or drive to learn quickly
- Strong data analysis and recommendation skills
- Experience forecasting client volume or revenue
- Proven track record of owning and closing expansion deals
- Experience managing and turning around at-risk accounts
- Experience running business reviews and presenting to senior and executive stakeholders
- Comfort working with technical and product teams on integrations and client solutions
- Proficiency with AI-powered productivity tools, Salesforce, Excel, and BI/reporting tools
- Calm, confident communication in fast-moving, high-accountability environments
- Relationship-building and trust-earning skills
- Proactive and organized approach
- Curiosity about clients’ businesses and success drivers
- Eligible to work in Canada
Benefits
- Unlimited paid time off
- 100% remote work
- Flexible hours
- Comprehensive health benefits package effective from day one
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