Senior Customer Success Manager

<p><strong>Overview of the Role</strong></p> <p>We are seeking a <strong>Senior Customer Success Manager</strong> to join our growing team. As a Senior Customer Success Manager, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes&nbsp;development of relationships with a cross-functional executives and project leaders within each customer and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business.</p> <p>In this role, you will report to the VP of Customer Success &amp; Training and collaborate with a cross-functional team including sales, solutions consulting, customer success, business intelligence, and professional services.&nbsp;</p> <p><strong>Key Responsibilities:&nbsp;</strong></p> <ul> <li>Own, drive, and manage the end-to-end customer relationship – ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with customers key stakeholders</li> <li>Become&nbsp;a strategic partner to our customers by understanding the customers’ business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor&nbsp;</li> <li>Act as&nbsp;an internal advocate and champion for your customers, pulling together the required teams and individuals needed to support current challenges or opportunities within the customer</li> <li>Execute and deliver on&nbsp;exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business Reviews</li> <li>Develop ongoing communication with the retailers’ project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time</li> <li>Maintain and strengthen relationships while fostering new contacts with customers cross functional leaders by&nbsp;providing support, information, and guidance; researching and recommending new opportunities for profit and operational improvements</li> <li>Lead the relationship management and internal data capture of key customer information and business capabilities</li> <li>Support and consult&nbsp;customer and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits</li> <li>Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop customer plans and strategies to drive customer adoption and outcomes</li> <li>Maintain&nbsp;awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry</li> <li>Meet&nbsp;retention, adoption, and growth goals across assigned customers&nbsp;</li> </ul> <p><strong>Job Requirements and Qualifications:&nbsp;</strong></p> <ul> <li>6+ years of combined grocery retail industry and account management or retail operational experience</li> <li>Strong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiences</li> <li>Empathetic, positive attitude with a desire to help customers reach their goals</li> <li>Enthusiastic, results-oriented and creative individual with solid organizational and collaborative skills and comfortable with a fast-paced growth company</li> <li>Demonstrated desire for continuous learning, improvement and awareness of retail industry trends</li> <li>Attend all required meetings, training sessions, and company events</li> <li>Must be available for travel up to 30-40% of the time&nbsp;</li> </ul> <p><strong>Preferred Qualifications:&nbsp;&nbsp;</strong></p> <ul> <li>Bachelor’s degree&nbsp;</li> <li>Experience with retail technology solutions&nbsp; &nbsp;</li> <li>Proficient with CRM tools such as Salesforce &nbsp;</li> <li>Experience with companies in growth phase&nbsp;</li> </ul>