About Us

What’s better for the environment should be better for business.

SmarterX is in an incredible position. The company has the data needed to make products better. For people, and for the planet.  We have landed giant customers, 4 of the largest retailers on the planet, and over 1,600 suppliers, including half of the top 10 consumer product manufacturers worldwide. We are, in fact, changing the world.

Our customers are the places you shop every day, like Costco and Albertsons, and brands such as Lysol, Dawn, and Colgate. They use our AI powered services to identify how to best handle regulated consumer products across the supply chain to remain compliant, avoid fines and reduce their environmental impact.

We have brought together a passionate team of math nerds, chemistry wizards, AI gurus and retail pros. We work smart, and we get stuff done. Our innovation, impact, and employee experience awards are pretty cool: Fast Company Most Innovative Companies, Built In Best Place to Work, Real Leader Impact Award, and SEAL Sustainable Innovation Award.

Join us to make a difference that matters.

Role & Responsibilities 

We seek a Senior Customer Success Manager for our retail customers who is motivated to drive success for the client relationships they own. As a member of our Customer Success Organization working 2-3 days/ week from our Boulder HQ, they will work with a team responsible for partnering with stakeholders from all disciplines to understand, evaluate, and prioritize critical business needs and mobilize SmarterX’s team to deliver on committed business with the retailer. In this role they will:

• Own the entire post-sale experience, from implementation (in partnership with internal teams) to renewal.
• Own, identify, and collaborate on commercial conversations, including renewal and expansion opportunities for our enterprise retail accounts. 
• Translate customer needs to internal teams and stakeholders at SmarterX; drive prioritization and tradeoff discussions to achieve optimal result for customers.
• Comfortable navigating complex and challenging conversations with senior-level executives both internal and external.
• Understand the client’s business initiatives and map to SmarterX’s portfolio of products and services; this requires an understanding of SmarterX data product capabilities and how those drive value to our retail partners. 
• Manage projects with multiple stakeholders and systems, working within tight project and client timelines with resource constraints.
• Build an open, trusting relationship with internal and external stakeholders and act as a conduit for regular feedback.
• Identify additional monetization opportunities within your book of business. 

Processes They Own:

• Ensuring the success of the client experience with SmarterX, for example: ensuring implementation and integrations necessary occur on time 
• Strengthening the client’s relationship health post-sale by deeply embedding in the accounts to drive high engagement, including design and execute QBRs
• Creating and maintaining core documentation in central location
• Leading regular customer communication (calls, QBRs, etc.)

You will become the subject matter expert on:

• The ecosystem of your book of business (mapping the client organization, supply chain, tech, etc.)
• Retailer contract and associated revenue, technology and service expectations for SmarterX 
• SmarterX data products and capabilities (and how they solve client business problems) 

Your First Six Months

• 1 month: 
• Understand contract, expectations, and be able to articulate success metrics per retailer in your assigned book of business 
• Understand broader SmarterX business, core product offerings, and demonstrate how to talk about the SmarterX value prop to external stakeholders
• Meet core stakeholders at retailers within your book of business 
• 3 months: 
• Establish yourself as the “quarterback” of your book of business with internal and external stakeholders 
• Demonstrate fluency in SmarterX products and functionality, as well as where we fit in our retailers business process 
• Identify opportunities to drive efficiencies for our retailer customers or internal teams 
• Manage the pipeline of your book of business 
• 6 months: 
• Own documentation, process definition and improvement, and strategic project management for your book of business

Essential Skills 

• You demonstrate exceptional communication skills
• You possess a high degree of self-awareness, autonomy, and decisiveness
• You have a passion for action and results and the metrics to back up your claims
• You consistently exhibit customer-focused decision making and strategy.
• You have experience facilitating enterprise implementations, with additional experience in technical implementations being a notable advantage.
• You have successfully managed large commercial relationships with retail clients or have significant P&L responsibility within a retail organization
• You excel in navigating a multi-stakeholder environment, both internal and client-facing
• You show a demonstrated ability and success at renewals, cross-sells, and upsells
• You have fluency in pipeline management and forecasting 
• You show an organized and analytical approach to tasks.
• You are fluid in pipeline management and forecasting.
• You use data to make decisions (you’re even experimenting with AI already)
• You have success working cross functionally with Technology/ Engineering, Product, Design, Customer, Support teams to deliver results (and you have used up to date tools to manage this work and your communications with those teams)
• You understand core retail market forces and how they may influence priorities for retailers 
• You are curious 

This role requires travel; the candidate must be willing to travel up to 30%. 

Experience

• 10+ years experience in customer facing roles 
• 5+ years retail experience required (in house or working directly with retailers)
• Demonstrated experience managing enterprise-grade relationships
• Experience with enterprise-grade technical implementations (non-technical role)
• Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
• Experience at a fast paced, startup or smaller organization

Compensation: From $150,000 plus bonus 

Location: We seek candidates who are in the Boulder/ Denver area (or want to be!) for the best possible collaboration with our team