Job Description

Salsify is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable and retain a portfolio of Salsify’s customers in our Mid-Market segment. The CSM is ultimately responsible for the complete post-sales lifecycle of a portfolio of Salsify customers. This role is focused on ensuring that customers receive maximum business value from their PXM. The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for Salsify through potential new areas of customer value.

How You'll Make an Impact:

Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. Occasionally, the CSM will collaborate during the pre-sales cycle to help with a seamless transition and positive customer experience
Is responsible for the adoption of all licensed products and ensures the customers are receiving business value and ROI
Recommends and carries out joint strategic success and value plans with their portfolio of customers
Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services)
Captures customer product feedback and enhancement requests metrics and KPIs and documents them in Salesforce
Helps customers plan and execute a digital shelf program - this is often change management for our customers and a key piece of the role
Evangelizes customer success stories and customer success systems and processes

You'll Enjoy This Role If You Have:

2+ years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
Proven track record of driving measurable customer outcomes and success
Documented client health scores and utilization targets within a Customer Success tool
Comfort handling a high volume of new and existing customers and are open to fluctuation
Experience navigating complex project implementations and/or programs
Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
Handled challenging or complex customers or situations and can demonstrate resolutions
Worked cross-functionally with sales, professional services, product and marketing peers
Ability to navigate data, systems and people to find answers

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