[Hiring] Customer Success Manager @Salsify

Role Description

Salsify is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable, and retain a portfolio of Salsify’s customers. The CSM is ultimately responsible for the complete post-sales lifecycle, ensuring that customers receive maximum business value from their PXM platform. The results of these interactions are customer retention, customer satisfaction, and organically uncovering growth opportunities for Salsify through potential new areas of customer value.

• Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale.
• Occasionally collaborates during the pre-sales cycle to help with a seamless transition and a positive customer experience.
• Responsible for the adoption of all licensed products and ensures customers are receiving business value and ROI.
• Recommends and carries out joint strategic success and value plans with their portfolio of customers.
• Performs business reviews up through senior leadership to share progress, metrics, wins, and recommendations for the future (products and services).
• Captures customer product feedback and enhancement requests, metrics, and KPIs, and documents them in Salesforce.
• Helps customers plan and execute a digital shelf program, often involving change management.
• Evangelizes customer success stories, customer success systems, and processes.

Qualifications

• 3-5 years as a Customer Success Manager within a SaaS organization, consultant, technical account manager, or equivalent.
• Proven track record of driving measurable customer outcomes and success.
• Tracked client health and usage metrics in a Customer Success tool.
• Comfort handling a high volume of new and existing customers and openness to fluctuation.
• Track record of leading conversations and persuading others to take action based on requirements and value provided by solutions.
• Handled challenging or complex customers or situations and can demonstrate resolutions.
• Experience using AI tools (Gemini is a plus) to work smarter as a CSM, with a strong curiosity to learn, experiment, and continuously find new ways to create better value for customers.
• Worked cross-functionally with sales, professional services, product, and marketing peers.
• Ability to navigate data, systems, and people to find answers.
• PIM, CPG, or Retail experience are a plus.

Requirements

• Ability to engage and retain a portfolio of customers.
• Strong communication and interpersonal skills.
• Proficiency in Salesforce and Customer Success tools.
• Ability to analyze customer data and provide actionable insights.

Benefits

• Competitive and equitable market rates.
• Performance and proficiency-based compensation.
• Proactive adjustments based on market movements.
• Equity in the form of stock options for all employees.
• Participation in the Total Rewards plan, including health & medical benefits, PTO, and more.