Customer Success Manager helping global brands and agencies maximize Camphouse's media operations platform. Managing client partnerships, adoption, retention, security, and expansion.
About the role
- Customer Success Manager managing 200+ CPG brand accounts for SPS Commerce’s cloud-based supply-chain solutions. Driving onboarding, adoption, retention, and scalable customer-success operations.
Responsibilities
- Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes
- Execute standardized onboarding and success planning processes
- Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs
- Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement
- Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion
- Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities
- Leverage modern tools including Claude AI to streamline communications, monitor KPIs, and manage operational tasks efficiently
- Focus on strategic account initiatives and customer retention
Requirements
- High school diploma or equivalent
- Bachelor's degree preferred
- 1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience
- Familiarity with SaaS business models or experience supporting SaaS customers
- Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences
- Proficiency with CRM systems and spreadsheets
- Experience with AI tools or eagerness to learn
- Comfortable with data analysis and tracking metrics; able to interpret trends and report findings
- Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment
- Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape
Benefits
- Comprehensive benefits package designed to support employees’ health, well-being, and financial security
- Benefits are country-specific and aligned with local laws and market practices
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