Senior Customer Success Manager at DemandTec

, , United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

0.0

Posted On

18 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Retail, FMCG, CPG, Merchandising, Communication, Data Analytics, SaaS, CRM, Strategic Consulting, Stakeholder Management, Risk Management, Collaboration, Training, Customer Advocacy, Product Development

Industry

Software Development

Description

About the Role At DemandTec, we believe that long-term customer success is the cornerstone of our growth. As a Senior Customer Success Manager (CSM), you will be a trusted advisor and strategic partner to our enterprise and CPG customers, driving adoption, satisfaction, retention, and expansion. You’ll work cross-functionally to deliver exceptional value, acting as the voice of the customer internally while maximizing customer outcomes through proactive engagement. Your success will be measured by key metrics such as Net Promoter Score (NPS), Gross Renewal Rate (GRR), renewals, growth of customer accounts and customer advocacy. Key Responsibilities 🎯 Strategic Account Management Develop and manage custom Success Plans with measurable business outcomes and defined milestones. Build deep relationships with key stakeholders, including C-level executives, to influence and support their strategic goals. Lead Quarterly Business Reviews (QBRs) to assess product adoption, identify challenges, and uncover new growth opportunities. 🤝 Customer Advocacy & Enablement Serve as the primary point of contact for assigned accounts, guiding them through onboarding, training, and ongoing success. Collaborate with Marketing to develop customer advocacy programs including case studies, testimonials, referrals, and webinars. Encourage customer participation in DemandTec events (virtual and in-person) to promote thought leadership and peer learning. 🔗 Internal Collaboration & Feedback Partner closely with Sales, Marketing, Product, Support, Services, and Engineering to deliver seamless customer experiences. Provide customer feedback to internal teams to inform product development, roadmap priorities, and support offerings. ⚠️ Risk Management & Retention Monitor customer health and proactively address risks before they impact satisfaction or renewal. Develop and execute “save plans” for at-risk accounts to retain and rebuild trust. What Success Looks Like Consistently exceed renewal and satisfaction goals Demonstrated ability to articulate ROI and align with customer KPIs Grow and expand customer footprint across DemandTec Increased customer advocacy and reference activity (webinars, testimonials, etc.) Strong collaboration and influence across internal teams Bachelor’s degree in Business, Marketing, or a related field 5–7 years of experience in Customer Success, Account Management, Retail Grocery Buyer, or Strategic Consulting Deep understanding of Retail, FMCG/CPG, Merchandising (Pricing and Promotion) Proven ability to manage complex, high-value customer relationships Strong communication skills—verbal, written, and presentation (English fluency required; additional European languages a plus) Proficiency with Customer Success platforms and CRM systems (e.g., Gainsight, Hubspot) and productivity tools (e.g., Microsoft Office) Experience with data analytics or SaaS platforms is a strong plus

Responsibilities

The Senior Customer Success Manager will develop and manage custom Success Plans while building deep relationships with key stakeholders. They will lead Quarterly Business Reviews to assess product adoption and identify growth opportunities.