Swiftly

Customer Success Manager

Swiftly

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $115,000 - $125,000 per year

About the role

  • Own the end-to-end post-implementation relationship for assigned retailer accounts
  • Act as the primary point of contact and trusted advisor for customer stakeholders
  • 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)
  • Ensure customers understand and realize measurable value from the platform
  • Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
  • Drive VOC feedback, delivery and outcome progress
  • 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

  • 3–6+ 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysisperformance metricsaccount managementcustomer successB2B SaaSMarTechAdTechRetail TechCRM toolsCS tools
Soft skills
communicationmulti-account managementdata-driven mindsetcustomer satisfactionrelationship buildingproblem-solvingorganizational skillsproactive identificationinfluencingcollaboration