Customer Success Manager - SMB

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

Job summary

SPS Commerce is seeking a Customer Success Manager to own the Revenue Recovery customer journey from onboarding through renewal. You will partner with internal teams to maximize value, drive adoption, and sustain long-term success across a global retail network.

This role emphasizes customer retention, executive engagement, and cross-functional collaboration in a hybrid North American office setup with Toronto as a key location.

Qualifications

• Bachelor’s 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.

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.

Skills

CSM experience

Executive communication

Time management

Customer focus

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:

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

• Bachelor’s 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 presencerequiredat one of our North American offices in: Toronto, Ontario; Minneapolis, Minnesota; or Rogers, Arkansas.

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 compensation range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. SPSprovidesthe annualized compensation range inclusive of base salary and annualized commission target for this role.

The total annualized on-target compensation range for this position is$65,400 - 98,100 CAD / $65,400 - 98,100 USD.Actual compensation will bedeterminedbased 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.