Customer Success Lead - Retail Compliance & Deductions

Jobtailor; Rogers (MN); On-site; USD 90,000 - 120,000; Full time

Job summary

SPS Commerce seeks a Customer Success professional to own strategic retail accounts in the CPG space from onboarding through renewal, emphasizing compliance operations and data-driven improvements.

You will guide onboarding, drive product adoption, and analyze deductions to propose prevention strategies, becoming a trusted advisor to large retailers.

Qualifications

• Bachelor's degree or equivalent professional experience preferred in Business, Finance, or Supply Chain.
• 5-10 years of experience with major retailers or large CPG companies, with exposure to deductions, chargebacks, or retail compliance programs.
• Track record of managing complex customer relationships across large organizations.
• Strong written and verbal communication, ability to explain compliance and technical topics clearly to non-technical stakeholders.
• Comfort analyzing data to identify root causes and turning insights into recommendations.
• Ability to work independently, prioritize a full portfolio, and know when to elevate.

Responsibilities

• Own the relationship with a portfolio of large, complex CPG accounts and act as advocate and trusted advisor on retail compliance operations.
• Guide customers through onboarding, product adoption, and renewal to demonstrate measurable value at each stage.
• Analyze deduction and compliance data to 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 to drive adoption and confidence.
• Monitor account health and engagement; coordinate with internal teams to resolve issues before renewal.
• Bring customer feedback to Product, Support, and Retail Compliance teams to influence future improvements.
• Stay current on retail and CPG industry developments and translate learnings into practical customer guidance.
• Contribute to broader Customer Success strategy for retention, expansion, and customer health within Revenue Recovery.

Skills

Data Analysis

Retail Compliance

Deductions Management

Chargebacks

Onboarding

Product Adoption

Customer Engagement

Root Cause Analysis

Portfolio Management

Risk Assessment

Strong Communication

Independent Work

Prioritization

Fast Learner

Training and Teaching

Education

Bachelor's degree or equivalent

Job description

• 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.

Requirements

• 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.

Core Competencies

Demonstrates expertise in managing complex customer relationships within the CPG sector, with a strong focus on retail compliance operations and data analysis. Proficient in onboarding, product adoption, and driving customer engagement to ensure account health and retention.

Highest-signal resume keywords

• Customer Relationship Management
• Retail Compliance Programs
• Data Analysis and Recommendations
• Communication Skills
• Account Health Tracking

ATS Optimization Keywords

Hard Skills

• Data Analysis
• Retail Compliance
• Deductions Management
• Chargebacks
• Onboarding
• Product Adoption
• Customer Engagement
• Root Cause Analysis
• Portfolio Management
• Risk Assessment

Soft Skills

• Strong Communication
• Independent Work
• Prioritization
• Fast Learner
• Training and Teaching

Industry Keywords

• CPG
• Retail
• Walmart
• Sam's Club
• Target
• Kroger
• Amazon
• Revenue Recovery
• Customer Success
• Industry Developments