Customer Success Manager - SMB

This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4855011\ Position Title: Customer Success Manager - SMB\ \ Job ID: R-001306\ \ Location: US AR Rogers Office | CA ON Toronto Office | US MN Minneapolis Office\ \ \ # Description: SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain! # Position Summary: Client relationships are our top priority. As a Customer Success Manager, you will serve as the primary point of contact for Revenue Recovery customers, owning the customer experience from onboarding through renewal. You will partner closely with internal SPS teams to ensure customers realize full value from their investment, remain engaged, and grow organically over time.\ \ This role plays a key part in customer retention, adoption, and long-term success.\ \ Key Responsibilities:\ -Serve as the primary point of contact for Revenue Recovery customers throughout the full customer lifecycle, including trial, onboarding, product education, and renewal.\ -Build long-term, trust-based partnerships by helping customers realize the full value of their SPS Revenue Recovery investment.\ -Drive high customer satisfaction through onboarding best practices, product training, adoption guidance, and ongoing support.\ -Champion customer success and retention strategies, including account health monitoring, user engagement, and renewals.\ -Lead and support strategic and tactical programs designed to maximize customer satisfaction, adoption, and retention.\ -Plan, deliver, and manage key customer milestones such as onboarding, implementation, and ongoing touchpoints.\ -Develop a strong understanding of customer churn drivers and work cross-functionally to reduce churn and increase customer lifetime value.\ -Act as a liaison between customers and internal SPS Commerce teams to ensure alignment and timely resolution of needs.\ \ Required Qualifications:\ -Bachelors degree, or equivalent combination of education and experience\ -2+ years CSM experience or 3 - 5 years of professional business experience\ -Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews\ -Excellent verbal and written communication skills\ -Strong presentation skills\ -Excellent organization and time management skills\ -Comfortable working in a fast-paced environment\ -Strong listening skills with a thoughtful approach to addressing customer pain points\ -Ability to assess changing priorities/tasks quickly and with ease\ -Ability to communicate clearly, concisely, and professionally with customers and internal stakeholders.\ -Highly organized and process-driven, with the ability to manage multiple priorities.\ -Ability to quickly develop product expertise and confidently train customers to drive adoption.\ \ Preferred Qualifications:\ -Experience with retail deductions and/or retail compliance programs.\ -CPG industry experience.\ -Prior Walmart experience is a plus.\ -Proven success driving organization-wide initiatives\ -Previous work experience at a SaaS company preferred\ \ Location:\ \ This role follows a hybrid work model, with regular in-office presence required at one of our North American offices in: Toronto, Ontario; Minneapolis, Minnesota; or Rogers, Arkansas.\ \ What We Offer:\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \ PI287463484