Customer Success Manager

Job Description

About DemandBridge

DemandBridge is a leading software provider delivering innovative, scalable solutions to distributors, suppliers, and organizations operating in the print and promotional marketing industry. Our mission is to empower companies of all sizes by streamlining operations and driving sustainable growth.

DemandBridge is a Valsoft company, operating as part of Fluent Software Group's global portfolio of vertical market software businesses. This partnership provides long-term stability, capital, and operational support while allowing DemandBridge to maintain the agility, focus, and customer-centric mindset of a growing product organization.

Today, DemandBridge supports over 5,000 power users, 10,000 storefronts, and hundreds of thousands of access users across industries including retail, consumer goods, healthcare, financial services, energy, and non-profit. Our platforms integrate eCommerce, sourcing, logistics management, invoicing and accounting, inventory management, and industry-leading multi-channel brand management portals.

🎯 The Opportunity

DemandBridge is seeking a Customer Success Manager (CSM) to build trusted, long-term relationships with customers and ensure they achieve meaningful outcomes using our products and services.

This is a strategic and hands-on role focused on driving adoption, retention, and long-term account growth. The CSM will manage a diverse book of business that includes both enterprise customers and smaller organizations, serving as a trusted advisor to senior executives (including CEOs) as well as day-to-day operators.

This role is ideal for someone who thrives in a scaling Customer Success organization. Core foundations are in place, and processes continue to evolve. We’re looking for a CSM who brings structure, clarity, and strong customer advocacy—and who is excited to help shape how Customer Success operates as the business grows.

What You’ll Do

Relationship & Account Management

• Build strong, long-lasting relationships with assigned customers through proactive and ongoing engagement
• Develop a deep understanding of each customer’s business goals, operational needs, challenges, and success metrics
• Confidently engage a wide range of stakeholders, from enterprise executives to small business owners, adapting communication style as needed
• Establish yourself as a trusted, polished, and credible advisor across all customer segments

Account Growth & Retention

• Identify and drive upsell and cross-sell opportunities by aligning DemandBridge solutions to customer needs
• Own and grow your book of business with accountability for retention and expansion
• Proactively identify churn risks and partner with internal teams to mitigate issues
• Support renewal conversations in collaboration with Sales and internal stakeholders

Product Expertise & Customer Enablement

• Develop deep product knowledge across DemandBridge platforms
• Translate product capabilities into practical, outcome-driven guidance tailored to each customer’s business
• Help customers understand how DemandBridge fits into their broader strategy and daily operations

Customer Success Strategy & Advocacy

• Serve as the primary point of contact and internal advocate for assigned customers
• Bring customer insights, feedback, and trends to internal teams to inform product and service improvements
• Contribute to the evolution of Customer Success processes, frameworks, and best practices

Implementation & Ongoing Success

• Partner closely with Professional Services to ensure smooth onboarding and implementation transitions
• Collaborate with Customer Support teams to deliver a consistent, high-quality post-implementation experience
• Maintain continuity and accountability throughout onboarding, adoption, and ongoing usage

Metrics & Reporting

• Track and report on key Customer Success metrics including product usage, NPS/CSAT, churn risk, ARR growth, and renewals
• Use data to inform account strategy, prioritize engagement, and demonstrate value internally and externally

What You Bring

Required

• 2–5 years of experience in Customer Success, Account Management, or a related role, ideally within a SaaS environment
• Proven ability to build trust-based relationships across customers of varying size and complexity
• Experience managing a mixed book of business, including enterprise and SMB customers
• Strong product aptitude with the ability to translate features into customer value
• Demonstrated success identifying and driving upsell and cross-sell opportunities
• Excellent communication skills—polished, confident, adaptable, and relatable
• Strong organizational skills and the ability to manage competing priorities
• Experience using CRM systems and customer success tools (e.g., Salesforce, HubSpot)

Preferred

• Experience working with distributor software solutions or distributor-based business models
• Familiarity with SaaS and cloud-based technologies
• Knowledge of Customer Success methodologies including NPS, CSAT, churn analysis, and health scoring
• Experience contributing to or improving Customer Success processes in a scaling organization
• Track record of consistent net revenue growth within an existing customer base

What Success Looks Like

• Customers feel understood, supported, and empowered to use DemandBridge effectively
• Strong, trusted relationships exist across both enterprise and SMB accounts
• Internal teams benefit from clear customer insights and advocacy
• Customer Success processes continue to mature and scale
• High retention, strong product adoption, and sustainable account growth

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