Customer Success Manager

Swiftly

Customer Success Manager at Swiftly managing post-sale relationships for grocery retailers. Driving product adoption and supporting customer success across Swiftly’s solutions.

Posted 7/7/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $115,000 - $125,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

None specified 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score

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Hard Skills & Tools

Account ManagementPerformance Metrics AnalysisKPI DevelopmentRisk IdentificationProduct Adoption Tracking

Soft Skills

Relationship BuildingProactive Problem SolvingCross-Functional CollaborationCustomer Advocacy