Senior Customer Success Manager
Retail Enterprise Accounts, Hybrid
Posted on 11/9/2023
Denver, CO, USA • Boulder, CO, USA
Experience Level
Desired Skills
Product Design
Customer Success & Support
  • 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
  • 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.
  • 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.)
Desired Qualifications
  • Fluency in pipeline management and forecasting
  • Organized and analytical approach to tasks
  • Experience working cross functionally with Technology/ Engineering, Product, Design, Customer, Support teams
  • Understanding of core retail market forces
  • Curiosity