Customer Success Manager

Summary

SPS Commerce provides cloud-based supply chain management solutions for retail trading partners. The Customer Success Manager will manage a portfolio of 200+ CPG brand accounts, execute scalable onboarding and success processes, monitor account health, drive product adoption, and support customer retention and go-to-market initiatives.

Responsibilities

• Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes
• Execute standardized onboarding and success planning processes
• Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs
• Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement
• Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion
• Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities

Skills

• High school diploma or equivalent
• 1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience
• Familiarity with SaaS business models or experience supporting SaaS customers
• Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences
• Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn)
• Comfortable with data analysis and tracking metrics; able to interpret trends and report findings
• Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment
• Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape
• This role follows a hybrid work model, with regular in-office presence required at our Toronto office
• Bachelor's degree preferred

Qualifications

Must Haves

• High school diploma or equivalent
• 1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience
• Familiarity with SaaS business models or experience supporting SaaS customers
• Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences
• Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn)
• Comfortable with data analysis and tracking metrics; able to interpret trends and report findings
• Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment
• Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape
• This role follows a hybrid work model, with regular in-office presence required at our Toronto office

Nice to Haves

• Bachelor's degree preferred

Benefits

• This role follows a hybrid work model, with regular in-office presence required at our Toronto office.