Note: The job is a remote job and is open to candidates in USA. Swiftly is a retail digital technology company headquartered in the Bay Area that empowers regional and independent grocers to compete in a digital-first world. The Customer Success Manager will own the post-sale relationship for a portfolio of grocery retailers, driving onboarding, adoption, performance, retention, and expansion across Swiftly’s product suite.
Responsibilities
- 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
Skills
- 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
- Experience working with retailers, grocery, or retail media networks
- Familiarity with mobile apps, digital advertising, or media performance metrics
- Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions, etc.)
- Comfort working in fast-growing, evolving environments
- Confidence in customer onsite engagement
- Self-starter, someone with a desire to roll up their sleeves, learn and build to problem solve and drive next steps
Company Overview