SMB Customer Success Manager — Onboard, Grow & Renew

Finch Turf, Inc.; Rogers (AR); Hybrid; USD 65,000 - 98,000; Full time

Job summary

SPS Commerce is seeking a Customer Success Manager for SMB to act as the primary contact for Revenue Recovery customers, guiding them from onboarding through renewal in a hybrid North America model.

You will partner with product and sales teams to ensure customers realize value from Revenue Recovery, monitor adoption, drive satisfaction, and reduce churn across high-touch accounts. Strong communication and relationship-building are essential.

Qualifications

• Bachelor’s degree or equivalent experience
• 2+ years CSM or 3–5 years business experience
• Experience with C-level / SVP executives
• Excellent verbal and written communication
• Strong presentation skills
• Excellent organization and time management
• Comfortable in a fast-paced environment
• Strong listening skills with a thoughtful approach to pain points
• Ability to manage changing priorities quickly
• Ability to train customers to drive adoption

Responsibilities

• Serve as the primary contact for Revenue Recovery customers through onboarding, education, and renewal.
• Build trust-based partnerships to help customers realize the full value of SPS Revenue Recovery.
• Drive customer satisfaction through onboarding, training, adoption guidance, and ongoing support.
• Champion retention strategies including account health monitoring, user engagement, and renewals.
• Lead programs to maximize satisfaction, adoption, and retention.
• Plan and manage milestones such as onboarding, implementation, and touchpoints.
• Understand churn drivers and collaborate cross-functionally to reduce churn.
• Act as liaison between customers and SPS teams for timely resolution.

Skills

CSM experience

Executive communication

Presentation skills

Time management

Organizational skills

Customer onboarding

Product training

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree

Job description

SPS Commerce is seeking a Customer Success Manager for SMB to act as the primary contact for Revenue Recovery customers, guiding them from onboarding through renewal in a hybrid North America model.

You will partner with product and sales teams to ensure customers realize value from Revenue Recovery, monitor adoption, drive satisfaction, and reduce churn across high-touch accounts. Strong communication and relationship-building are essential.