Senior Manager, CPG Customer Success

Ladders; United States; Remote; USD 170,000 - 180,000; Full time

Benefits offered by this job

Remote work

Career growth

Sales incentive plan

Equity eligibility

Job summary

Ladders is seeking a Senior Manager, CPG Customer Success to lead a high-performing team focused on strengthening partnerships with CPG clients and driving adoption across the customer journey. The role demands shaping strategy, managing key relationships, and aligning cross-functional partners for a consistent onboarding and ongoing engagement.

The ideal candidate brings 12+ years in B2B SaaS with 5+ years in leadership, deep CPG/retail expertise, and strong analytics.

Qualifications

• 12+ years of work experience in B2B SaaS
• 5+ years in team leadership
• Proven success in customer retention and satisfaction
• Experience managing complex, multi-stakeholder customer relationships
• Deep expertise in CPG and/or Retail verticals
• Strong analytical skills with data synthesis
• Excellent communication and presentation skills
• Willingness to travel up to 40%

Responsibilities

• Lead and develop a high-performing Customer Success team
• Shape the future direction of the Customer Success organization
• Oversee the end-to-end customer journey from onboarding to adoption
• Manage key customer relationships and drive engagement
• Foster cross-functional collaboration to align customer strategies

Skills

Customer success leadership

B2B SaaS

CPG/retail domain

Data analysis

Communication

Job description

For our client, we are seeking a Senior Manager, CPG Customer Success to join the team of a leader in the Consumer Technology space. This role will lead a customer success function focused on strengthening partnerships with CPG clients and improving adoption across the customer journey. You will shape team strategy, support high-value relationships, and drive outcomes that improve retention, satisfaction, and long-term growth. The position also requires close collaboration with cross-functional partners to align customer needs with execution and ensure a consistent experience from onboarding through ongoing engagement. Location: Remote - US based candidates only, no visa sponsorship available. Compensation: $170,000 – $179,500 annually.

Responsibilities

• Lead and develop a high-performing Customer Success team
• Shape the future direction of the Customer Success organization
• Oversee the end-to-end customer journey from onboarding to adoption
• Manage key customer relationships and drive engagement
• Foster cross-functional collaboration to align customer strategies

Qualifications

• 12+ years of work experience in B2B SaaS, with 5+ years in team leadership
• Proven success in customer retention and satisfaction
• Experience managing complex, multi-stakeholder customer relationships
• Deep expertise in CPG and/or Retail verticals
• Strong analytical skills with experience in data synthesis
• Excellent communication and presentation skills
• Willingness to travel up to 40%

Benefits

• Remote work flexibility
• Opportunity for career growth and development
• Participation in a Sales Incentive Plan
• Eligibility for equity grants
• Access to market-competitive compensation and benefits

Our client is an equal opportunity employer.