Customer Success Manager

spsnorthamerica; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

SPS North America seeks a Customer Success Manager to manage a portfolio of B2B clients, fostering strong relationships and driving renewals and growth.

You will coordinate with Operations and finance, monitor customer health, and lead account reviews to maximize client value.

Responsibilities

• Own day-to-day commercial relationships with a portfolio of existing B2B clients.
• Build and maintain trusted relationships with key stakeholders and executives.
• Serve as primary contact for account-related needs and priorities.
• Understand client objectives, priorities, and evolving service expectations.
• Monitor account health, satisfaction, service performance, and renewals risk.
• Lead or support QBRs with agendas, reporting and follow-up.
• Identify client concerns and coordinate internal follow-up.
• Partner with Operations to address service concerns and solutions.
• Track commitments and next steps to ensure timely resolutions.
• Promote proactive, consultative engagement to improve the customer experience.
• Own renewals and growth: plan, coordinate, and execute expansions.
• Maintain awareness of contract terms, renewal dates, and pricing.
• Identify add-on and cross-sell opportunities within accounts.
• Expand relationships across departments and locations.
• Develop account plans with retention strategies and actions.
• Maintain pipeline visibility into opportunities and timing.
• Collaborate on pricing, proposals, and SOWs for renewals.
• Provide updates on account health and growth opportunities.
• Prepare account information and insights to support decisions.
• Ensure account strategies align with SPS capabilities and obligations.

Job description

Job Title: Customer Success Manager

Reports To: SVP, Strategic Accounts

Job Overview:

The Customer Success Manager is responsible for managing, retaining, and growing relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business. The Customer Success Manager serves as a trusted advisor to clients while partnering closely with Operations and other internal teams to support strong service delivery, resolve issues, and increase long-term client value.

The position is responsible for maintaining strong client relationships, understanding business needs, coordinating internal resources, supporting commercial activity, and ensuring that client commitments are addressed proactively and professionally.

Duties and Responsibilities:

Customer Success & Relationship Management

• Own day-to-day commercial relationships with a portfolio of existing B2B clients.
• Build and maintain trusted relationships with key stakeholders, decision-makers, executive contacts, and other client representatives.
• Serve as a primary point of contact for assigned clients regarding account-related needs, business priorities, and commercial matters.
• Develop a strong understanding of client business objectives, organizational priorities, challenges, service expectations, and evolving needs.
• Monitor account health, customer satisfaction, service performance, and retention risks.
• Lead or support regular account reviews and Quarterly Business Reviews (QBRs), including preparation of agendas, reporting, action items, and follow-up.
• Proactively identify client concerns, risks, and opportunities and coordinate appropriate internal follow-up.
• Partner with Operations to address service concerns, develop effective solutions, and support recovery plans when issues arise.
• Track commitments, action items, and next steps to ensure timely resolution and clear communication with the client.
• Promote a proactive, consultative approach to client engagement and identify opportunities to strengthen the overall customer experience.

Renewals & Account Growth

• Own the renewal process for assigned accounts, ensuring strong retention, timely planning, and effective coordination with internal stakeholders.
• Maintain awareness of contract terms, renewal dates, scope of services, pricing, and other commercial considerations affecting assigned accounts.
• Identify and pursue add-on, upsell, and cross-sell opportunities within existing accounts.
• Expand relationships into additional departments, locations, services, and business units where appropriate.
• Develop account plans that identify retention strategies, relationship priorities, expansion opportunities, and key actions.
• Maintain a qualified pipeline of expansion opportunities and provide accurate visibility into opportunity stages, timing, and probability.
• Partner with internal teams on pricing, proposals, Statements of Work (SOWs), renewals, amendments, and contract changes.
• Coordinate client requirements and supporting information for proposals and commercial activities.
• Meet defined customer retention, renewal, account-growth, and revenue objectives.
• Track and report account growth activity and results, including retention, renewal, upsell, and cross-sell performance.

Internal Partnership & Commercial Discipline

• Partner closely with Operations, Finance, Solutions, and leadership to deliver on client commitments and address account priorities.
• Facilitate communication between clients and internal stakeholders to ensure expectations, responsibilities, and timelines are understood.
• Maintain accurate CRM records, account plans, renewal dates, opportunities, activities, and forecasts.
• Maintain organized documentation related to account plans, commercial activity, client meetings, proposals, and renewals.
• Provide leadership with regular updates regarding account health, renewals, risks, client priorities, and growth opportunities.
• Prepare and communicate account information, business trends, and relevant client insights to support decision‑making.
• Collaborate with internal teams to ensure account strategies are aligned with SPS capabilities, contractual obligations, and client expectations.
• Support other client and commercial initiatives as assigned by leadership.

Competencies:

• Proven ability to build and maintain strong relationships with B2B clients and key stakeholders.
• Strong consultative communication, presentation, and interpersonal skills, including the ability to engage executive-level contacts.
• Commercial mindset with the ability to identify customer needs and translate those needs into business opportunities.
• Demonstrated ability to support customer retention, renewals, upselling, cross‑selling, and account expansion.
• Strong account planning, pipeline management, forecasting, prioritization, and organizational skills.
• Ability to conduct effective account reviews, QBRs, presentations, and e