Sr. Customer Success Manager, Enterprise

SPS Commerce Inc; EE. UU.; Híbrido; USD 77.000 - 97.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Disability insurance

Life insurance

401(k)

Stock purchase plan

Paid time off

Descripción de la vacante

SPS Commerce Inc. is seeking a Sr. Customer Success Manager, Enterprise, to own the customer journey from onboarding through renewal for our Revenue Recovery team.

You will build trust-based partnerships, drive adoption, and ensure retention across a diverse retail SaaS client base. You’ll collaborate with executives and cross-functional teams to map business value, lead strategic reviews, and reduce churn while growing customer lifetime value.

Formación

• 2+ years of CSM experience or 3-5 years business experience
• Experience working with C-level and SVP executives and executing executive business reviews
• Excellent verbal and written communication and presentation skills
• Strong listening skills and ability to address customer pain points
• Highly organized and process-driven with ability to manage multiple priorities
• Experience with retail deductions/retail compliance programs or CPG preferred
• Prior Walmart experience and SaaS company experience preferred

Responsabilidades

• Serve as primary contact for Revenue Recovery customers throughout onboarding, education, adoption, and renewal
• Develop trusted partnerships by understanding each customer’s business model and value realization
• Drive customer satisfaction through onboarding best practices, product training, and ongoing support
• Plan and manage milestones such as onboarding, implementation, and regular business reviews
• Collaborate cross-functionally to reduce churn and increase customer lifetime value
• Perform executive business reviews with customers and align SPS features to business goals
• Act as liaison between customers and internal SPS teams to ensure timely resolution

Conocimientos

CSM experience

Executive communication

Onboarding & renewal

Account management

SaaS experience

Educación

Bachelor’s degree

Descripción del empleo

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 Sr. Customer Success Manager, Enterprise on our Revenue Recovery Customer Success team, you will serve as the primary point of contact for customers, owning the customer experience from onboarding through renewal. You’ll build trust-based partnerships, help customers realize the full value of their SPS investment, and play a key role in retention, adoption, and long‑term customer success. This role partners closely with internal SPS teams to ensure customers remain engaged and grow organically over time.

What You’ll Do:

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 developing a broad understanding of each customer’s business model and helping them 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 Develop plans for customers outlining critical success factors, metrics, targets, and recommendations, and deliver structured programs to drive adoption at low‑usage accounts Monitor and facilitate customer adoption of SPS product features and functions in relation to each customer’s overall business needs Champion customer retention strategies including account health monitoring, user engagement, and renewals, and work cross‑functionally to reduce churn and increase customer lifetime value 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 Understand customer strategic goals and business challenges, and map SPS features and associated business benefits to address needs and demonstrate value Work with executive‑level stakeholders to execute business reviews and drive organization‑wide initiatives Act as a liaison between customers and internal SPS Commerce teams to ensure alignment and timely resolution of needs.

Where You’ll Work:

This role is hybrid out of our Rogers, AR office. We Succeed Together through in‑person collaboration, balanced with remote work to provide flexibility. This role is also open to US or Canadian‑based SPS employees outside of Rogers.

What You’ll Bring:

• Bachelor’s degree and 2+ years of CSM experience or 3-5 years of professional business experience; or equivalent combination of education and experience
• Experience working closely with C‑level and SVP‑level executives and executing executive business reviews
• Excellent verbal and written communication and presentation skills
• Strong listening skills with a thoughtful approach to addressing customer pain points
• Highly organized and process‑driven with the ability to manage multiple priorities simultaneously
• Ability to quickly develop product expertise and confidently train customers to drive adoption
• Comfortable working in a fast‑paced environment with the ability to assess and shift priorities quickly
• Experience with retail deductions and/or retail compliance programs preferred CPG industry experience preferred Prior Walmart experience preferred Previous experience at a SaaS company preferred

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 salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. The annual salary range for this role is: $76,700 - $96,900. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range. SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time‑off, 401(k), health and flexible spending accounts, stock purchase plan and more.

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.