What are the responsibilities and job description for the Customer Success - Retail Tech position at Snatch UP?
The Customer Success Manager will build and maintain strong relationships with retail clients, guiding them through the customer lifecycle to ensure they achieve success and ROI from our retail planning SaaS platform. This role requires product knowledge and industry expertise to serve as a trusted advisor.
Description
We are seeking a Customer Success Manager to lead post-sale client relationships, ensuring smooth onboarding, strong adoption, and long-term growth.
This role blends account ownership, project execution, and strategic collaboration across internal teams.
You will manage a customer portfolio and drive measurable outcomes aligned with their business goals.
What You Will Do
Customer Portfolio Management:
- Own a book of business, driving overall account health and satisfaction.
- Conduct regular cadence calls, QBRs, and strategy sessions with customers.
- Monitor adoption and system usage, identifying risks and growth opportunities.
- Retain and grow accounts through proactive engagement and value delivery.
Onboarding & Delivery Execution:
- Lead customer onboarding and ensure seamless go-lives.
- Collaborate with cross-functional project teams (TAM, engineers) to deliver solutions on time and within scope.
- Track milestones, dependencies, and risks with precision.
Customer Growth & Expansion:
- Identify upsell and expansion opportunities through ongoing engagement.
- Collaborate with Sales and Account teams to support growth initiatives.
- Drive customer outcomes and long-term value realization.
Cross-Functional Collaboration:
- Partner with Product, Engineering, Support, and Data teams to resolve issues and implement solutions.
- Share customer feedback with internal teams to inform product improvements.
Reporting & Visibility:
- Maintain accurate records in HubSpot and communicate updates via Slack and internal reports.
- Provide regular updates to senior leadership on customer health, risks, and success metrics.
Requirements
- 2–5 years of experience in Customer Success, Project Management, or Implementation.
- Experience working with retail and/ or supply chain environments.
- Educational Qualification: Bachelor’s degree required; Master’s degree preferred.
- Excellent communication and relationship-building skills.
- Strong analytical skills; proficiency in Excel required, Python a plus.
- Highly organized, dependable, and comfortable managing multiple priorities.
- Ability to work cross-functionally.
Salary : $130,000 - $160,000