Customer Success Manager

🕒 July 7

🇺🇸 United States – Remote

💵 $115k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Swiftly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🛒 Retail

🛍️ eCommerce

Retail • eCommerce • Advertising

Swiftly is a retail technology company focused on providing an integrated platform for retailers to enhance their digital presence and engage with modern consumers. Its platform offers personalized shopping experiences, loyalty programs, retail media, and e-commerce solutions, enabling retailers to increase sales and build customer loyalty. Swiftly aims to streamline the retailer's digital transformation journey and support brick-and-mortar stores in competing with larger retailers. The company also provides solutions for advertisers to reach their target audience effectively using first-party data and insights. Swiftly has been recognized for its innovative approach in the retail technology space, winning accolades such as the "Best Retail Technology Solution" award in the MarTech Breakthrough Awards.

📋 Description

• Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts • Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products • Develop account success plans aligned to retailer goals, KPIs, and revenue targets • Proactively identify risks, opportunities, and optimization paths • Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) - track the success • Evangelize customers knowledge of product services and advise them on how to grow their marketing programs • Ensure customers understand and realize measurable value from the platform • Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment • Drive feedback, discovery and outcomes • Translate data into clear, actionable recommendations for customers • Drive renewals and retention outcomes (GRR / NRR) for your portfolio • Identify and support upsell and expansion opportunities in partnership with Sales • Support revenue growth initiatives including new features, media offerings, and pilots • Partner closely with Implementation/solutions engineering during handoff and early lifecycle • Coordinate with Support and Product to resolve issues and escalate feedback • Represent the voice of the customer internally and influence product priorities • Contribute to process improvements, playbooks, and scalable CS programs • Maintain accurate account data, health scores, and forecasts in CRM / CS tools • Track key metrics including adoption, usage, revenue performance, and NPS • Follow established CS processes while contributing to continuous improvement • Other related duties as assigned

🎯 Requirements

• 4+ years of experience in Customer Success, Account Management, or Client Services • Experience supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred) • Strong ability to manage multiple accounts and priorities simultaneously • Data-driven mindset with comfort analyzing performance metrics and trends • Excellent communication skills, written, verbal, and executive-level • Proven track record of driving retention and customer satisfaction • This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship

🏖️ Benefits

• None specified