Senior Enterprise CSM

Company Overview

We’ve partnered with an innovative company that specializes in transforming product data to help leading CPG brands and retailers make informed decisions. Utilizing AI-powered solutions, they aim to create a dynamic and structured source of truth from fragmented data. With backing from prominent investors, they are poised for significant growth in the industry.

Role Overview

The Senior Customer Success Manager will play a crucial role in retaining and expanding a diverse portfolio of clients, primarily consisting of Fortune 500 brands. Reporting to the VP of Customer Success, this position will be instrumental in shaping the customer experience and driving strategic objectives for the company.

Responsibilities

• Build strategic relationships with CPG and Retail companies.
• Lead post-sale engagements and ensure clients receive optimal value from the technology and services provided.
• Proactively identify and resolve client challenges while uncovering new opportunities for engagement.
• Act as a trusted advisor for clients and advocate for their needs within the organization.
• Collaborate with partners to enhance the onboarding experience and maximize operational success for clients.
• Enhance internal processes that drive client satisfaction and loyalty.
• Conduct executive business reviews with strategic clients, aligning objectives and developing mutual success plans.
• Participate in internal projects to enhance the Customer Success program and share best practices across teams.
• Formulate and execute joint account strategies to foster value and drive business growth.
• Willingness to travel domestically (~10%) and occasionally internationally (1 time per year).

Requirements

• 5+ years of experience in a Customer Success or Account Management role, specifically with large enterprises in a data or business intelligence SaaS environment.
• Experience in Customer/Shopper Insights, Category Management, or Analytics within the CPG or Retail sector is preferred.
• Track record of successfully onboarding and supporting customers with new technologies and data sets.
• Ability to build lasting relationships and ensure high customer satisfaction through mutual value creation.
• Strong presentation skills with experience engaging multiple stakeholders in-person.
• Empathy and a deep understanding of customer needs, with a proactive approach to problem-solving.
• Entrepreneurial mindset with curiosity, creativity, and patience critical for success.
• High accountability, integrity, and meticulous attention to detail.
• Excellent verbal and written communication skills.
• Familiarity with common CPG and Retail data sets, such as NielsenIQ and others.

Benefits

Details about benefits will be provided during the interview process.