Customer Success Manager - SMB

SPS Commerce Canada, Ltd.; Rogers (AR); Hybrid; USD 65,000 - 98,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

SPS Commerce Canada, Ltd. is seeking a Customer Success Manager to own Revenue Recovery customers from onboarding to renewal. You will partner with internal SPS teams to ensure customers realize value and stay engaged, driving organic growth and long-term success.

The role emphasizes onboarding, product training, adoption guidance, and proactive communication with C-level executives to reduce churn and expand relationships across the account lifecycle.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years CSM experience or 3–5 years business experience.
• Experience working with C-level/SVP executives and conducting executive business reviews.
• Excellent verbal and written communication skills.
• Strong presentation and organization skills; able to manage multiple priorities.
• Comfortable in a fast-paced environment; connects with cross-functional teams.

Responsibilities

• Serve as the primary contact for Revenue Recovery customers throughout onboarding, product education, and renewal.
• Build long-term partnerships; help customers realize value of SPS Revenue Recovery.
• Drive satisfaction with onboarding, training, adoption guidance, and ongoing support.
• Champion retention strategies including health monitoring, user engagement, and renewals.
• Plan, deliver, and manage milestones like onboarding and ongoing touchpoints.
• Develop understanding of churn drivers and work cross-functionally to reduce churn.
• Act as liaison between customers and internal SPS teams for timely resolution.

Skills

CSM experience

Executive communication

Onboarding & adoption

Relationship building

Product training

Time management

Active listening

Stakeholder communication

Education

Bachelor’s degree or equivalent

Job 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 presence required at 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. SPS provides the 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 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.

Welcome to SPS Commerce — where innovation meets impact. As the world’s largest retail network, we empower over 46,000 customers across diverse industries with cutting-edge cloud technology and expert support, helping them streamline supply chain operations and focus on what they do best. At SPS, we believe every employee plays a vital role in our mission. Whether you're in Business Support, Customer Success, Sales or Technology your work drives real impact. We’re committed to creating a workplace where you’re empowered to do your best work, champion new ideas, and grow your career. When you succeed, we all succeed.

We’re all about innovation, collaboration, and growth — and we’re just getting started.

Why SPS Commerce?

Impactful Work: Be part of a tech-driven, market-focused company that simplifies complex processes and helps products reach customers faster.

Belonging Culture: We thrive on curiosity, collaboration, and celebrating wins together. Your voice matters here.

Growth Opportunities: Enjoy diverse career paths, training, and visibility across roles — all within a company that values your contributions.

Make Your Career Here: We invest in our people and provide the resources you need to succeed. At SPS, careers aren’t just grown — they’re made.

Ready to make a difference?