Customer Success Manager

SPS Commerce; Toronto; Hybrid; CAD 65,000 - 98,000; Full time

Benefits offered by this job

Benefits package

Job summary

SPS Commerce in Toronto is seeking a Customer Success Manager II to join our Customer Success Team. You will drive customer adoption and value delivery across the post-sales lifecycle, building trusted partnerships with executives and cross-functional teams.

You will lead plans with success metrics, monitor account health, and identify opportunities to expand contract value while ensuring renewal and satisfaction in a SaaS environment.

Qualifications

• Proven ability to build strong relationships with customers, including experience with C-level and SVP-level executives.
• Experience working in a SaaS environment or with SaaS clients.
• Strong verbal and written communication, presentation, organization, and time management skills.

Responsibilities

• Develop a deep understanding of customers' business models and serve as a trusted adviser to ensure successful partnerships.
• Create success plans with critical factors, metrics and targets to address strategic goals.
• Deliver revenue recovery and ensure customer satisfaction, retention and long-term value.
• Monitor account performance, keep projects on track and drive adoption for low-usage accounts.
• Identify opportunities to expand contract value by cross-selling other SPS Commerce services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines; report progress to leadership.
• Build relationships with decision-makers across finance, operations, and supply chain to promote adoption of new services.

Skills

Relationship building

Executive communications

SaaS experience

Education

Bachelor’s degree or equivalent

Job description

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

We are seeking a Customer Success Manager II to join our Customer Success Team. In this role, you will ensure an outstanding customer experience throughout the customer's lifecycle by understanding and aligning with their strategic goals. You will lead post-sales efforts to build successful and repeatable processes that deliver value and leverage your proficiency in SPS Commerce products to drive customer adoption and success. Additionally, you will identify opportunities to enhance customer relationships and promote effective utilization of SPS Commerce resources.

Key Responsibilities

• Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships.
• Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges.
• Deliver the revenue recovery service efficiently and effectively, ensuring customer satisfaction, retention, and long-term value.
• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts.
• Identify and execute opportunities to increase contract value by expanding scopes and/or cross-selling other retailers or services.
• Maintain accurate forecasts of expansion revenue and renewal pipelines; report to leadership on progress vs. Targets.
• Build strong relationships with decision-makers across finance, operations, and supply chain teams to drive adoption of new services.

Required Qualifications

• Bachelor’s degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience (Sales or Account Management).
• Experience within a SaaS environment or have SaaS clients
• Proven ability to build strong relationships with customers, including experience working with C-level and SVP-level executives and conducting executive business reviews.
• Excellent verbal and written communication, presentation, organization, and time management skills, with a thoughtful approach to addressing customer pain points.
• Comfortable working in a fast-paced environment, with strong listening skills and the ability to quickly assess changing priorities. Experience driving organization-wide initiatives is preferred

Location

This role follows a hybrid work model, with regular in-office presence required at our Toronto office (3 days per week)

What We Offer

The annual salary range for this role is: $65,400- $98,100. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.

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.