Remote: Strategic Customer Success Manager for SMB CPG

Vividly; United States; Remote; USD 95,000 - 135,000; Full time

Benefits offered by this job

Healthcare, Dental and Vision–Company

401(k) employer contribution

Weekly $20 Sharebite Meal Stipend

Monthly $50 Wellness Reimbursement

Monthly $200 Remote Work Stipend

Job summary

Vividly is seeking a strategic Customer Success Manager who thinks strategically, communicates clearly, and puts customers first. You will own account outcomes, guide customers toward measurable business value, and drive platform adoption for SMB CPG trade management.

You will analyze usage data, develop actionable recommendations, and advocate for customers across product, sales, and marketing. This is a fully remote, growth-focused role with a strong emphasis on outcomes.

Qualifications

• 5+ years of experience in Trade Promotion Management and speaking the customer’s language from day one.
• CPG industry experience strongly recommended; deductions, accruals, and general trade finance experience preferred.
• Strong critical thinking: analyze ambiguous situations and develop evidence-based recommendations.
• Authentically customer-first mindset; measure success by customer outcomes, not activity.
• Exceptional written and verbal communication; tailor messages for ops managers to C-suite executives.

Responsibilities

• Lead with strategy and act as a proactive strategic advisor for customers.
• Analyze usage patterns, platform data, and business context to identify gaps, risks, and growth opportunities.
• Own every customer interaction with clear agendas and proactive follow-ups.
• Represent customers internally and surface feedback with evidence to drive product improvements.
• Drive platform adoption and identify underutilized features and experts within accounts.
• Build multi-thread relationships with champions, sponsors, and stakeholders across the organization.
• Collaborate with product, sales, and marketing to create repeatable customer success playbooks.
• Contribute to best practices, case studies, and industry conversations as a TPM thought leader.
• Set boundaries to protect strategic value and route issues to the right Support channels.

Skills

Trade Promotion Management

CPG industry experience

Critical thinking

Customer-first mindset

Communication skills

Proactive account leadership

SaaS platform proficiency

Adaptability to ambiguity

Tools

TPM software

Analytics tools

Job description

Vividly is seeking a strategic Customer Success Manager who thinks strategically, communicates clearly, and puts customers first. You will own account outcomes, guide customers toward measurable business value, and drive platform adoption for SMB CPG trade management.

You will analyze usage data, develop actionable recommendations, and advocate for customers across product, sales, and marketing. This is a fully remote, growth-focused role with a strong emphasis on outcomes.