Customer Success Executive

SPS Commerce; Toronto; Hybrid; CAD 79,000 - 118,000; Full time

Benefits offered by this job

Annual incentive program

Comprehensive benefits package

Job summary

SPS Commerce seeks a Customer Success Executive to own strategic partnerships with major CPG accounts. You will guide onboarding, product adoption, and renewal, ensuring customers derive value from the Revenue Recovery network.

You will analyze deduction data, advise on prevention, and train customers to build confidence and drive adoption across retail compliance programs. The role requires strong communication and independent work habits in a hybrid setting.

Qualifications

• Bachelor’s degree or equivalent professional experience in Business, Finance, or related field.
• 5–10 years of experience with major retailers or large CPG companies, involving deductions/chargebacks/retail compliance.
• Proven track record managing complex customer relationships across large organizations.
• Strong written and verbal communication; ability to explain compliance/technical topics to non-technical stakeholders.

Responsibilities

• Own the relationship with a portfolio of large, complex CPG accounts, advocating for customers inside SPS Commerce.
• Guide customers through onboarding, product adoption, and renewal to realize measurable value.
• Analyze customer deduction and compliance data to identify root causes and prevention strategies.
• Train customers on SPS Commerce products and retail compliance programs to drive adoption.
• Monitor account health and engagement, and escalate issues to protect renewal.

Skills

Relationship management

Retail partnerships

Data analysis

Strong communication

Independent worker

Education

Bachelor's degree in Business

Tools

CRM systems

Job description

DescriptionSPS 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!

DescriptionSPS 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 SummaryJob Summary: SPS Commerce connects the world's largest CPG companies to the retailers, distributors, and grocers they sell through. As a Customer Success Executive on our Strategic Partnerships team, you'll be the primary point of contact for some of the largest and most complex consumer packaged goods companies on the SPS Revenue Recovery network. You'll guide these customers through every stage of their journey with SPS Commerce, from onboarding through renewal, helping them get real value out of the Revenue Recovery Service. You'll work closely with CSMs, CIMs, Sales, Support, and Product teams to make sure customers' needs are heard and acted on across SPS. This role suits someone who already understands how large CPG suppliers operate inside retail: how deductions happen, why OTIF and other compliance programs matter, negotiating settlements, and what it takes to keep a scorecard clean across dozens of trading partners.

What Youll Do

• Own the relationship with a portfolio of large, complex CPG accounts, acting as their advocate inside SPS Commerce and their trusted advisor on retail compliance operations.
• Guide customers through onboarding, product adoption, and renewal, so they see measurable value from the network at each stage.
• Analyze customer deduction and compliance data to help identify root causes and recommend prevention strategies for issues like Walmart deductions and OTIF non-compliance.
• Train customers on SPS Commerce products and retail compliance programs in a way that builds real confidence and drives adoption, not just awareness.
• Track account health and engagement, and act early when a customer shows signs of risk, coordinating with internal teams to resolve issues before they affect renewal.
• Bring customer feedback back into SPS Commerce, connecting customers with Product, Support, and Retail Compliance teams when their input can shape what we build next.
• Stay current on retail and CPG industry developments, through trading partner communications, retailer scorecards, industry groups, and conferences, and translate what you learn into practical advice for your customers.
• Contribute to the broader Customer Success strategy for account retention, expansion, and customer health across the Revenue Recovery segment.

What You'll Bring

• Bachelor’s degree, preferably, in Business, Finance, or Supply Chain, or equivalent professional experience.
• 5-10 years of experience working with major retailers (Walmart, Sam's Club, Target, Kroger, Amazon) or at a large CPG company, with direct exposure to deductions, chargebacks, or retail compliance programs.
• A track record of managing complex customer relationships and navigating competing priorities across large organizations.
• Strong written and verbal communication skills, with the ability to explain compliance and technical topics clearly to non-technical stakeholders.
• Comfort analyzing data to find root causes and turning that analysis into a clear recommendation.
• The ability to work independently, prioritize a full portfolio of accounts, and know when to escalate.
• A fast learner who picks up new systems and products quickly and can teach them to others.

Why SPS Commerce

SPS Commerce runs the retail network that connects thousands of retailers, distributors, grocers, and suppliers, including seven of 2025\'s top 10 retailers. Joining the Enterprise CPG Customer Success team means working with some of the largest CPG brands in the world and helping them turn retail compliance from a source of friction into a source of confidence.

Location:
This role follows a hybrid work model, with regular in-office presence required at our Toronto, Minneapolis, MN or Rogers, AR office.

What We Offer

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

The annual salary range for this role is: $78,500 - $117,800 CAD / $76,700 - $118,900 USD. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.

Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance.

SPS Commerce offers a 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.

Commitment To Our Employees

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.