Senior Manager, CPG Customer Success

What you'll cook up in your first year
Lead, hire, mentor, and develop a high-performing team of Customer Success professionals, driving team performance and customer satisfaction across the portfolio while embodying our "Serve Generously" value. Drive that performance through clear metrics, regular coaching, strategic planning, and a culture of continuous learning and improvement.
Shape the future Customer Success organization as it rapidly scales. Partner closely with the Director, CS and cross-functional leaders to standardize processes, build playbooks, and establish best practices across the broader organization.
Oversee the end-to-end customer journey from onboarding to full adoption. Guide your team in analyzing and synthesizing test results, delivering data-driven insights that influence customer strategies, and help customers through the organizational and process changes required to integrate topline revenue insights into their at-shelf strategies at scale.
Manage key customer relationships as a senior point of contact for a portfolio of complex, multi-stakeholder accounts, driving engagement and satisfaction with our SaaS solutions, successful renewals, and business expansions.
Foster cross-functional collaboration across Sales, Product, Marketing, Enablement and Pre-Sales teams to align customer engagement strategies. Act as the internal voice of the customer, synthesizing feedback for Product, Engineering, and Data Science teams to inform roadmap decisions, and identify trends across accounts to drive strategic decisions for the broader organization.

The secret ingredients we're looking for
Must-have pantry staples (Minimum Qualifications)
12+ years of work experience with 5+ years of team leadership experience in a B2B SaaS environment, with demonstrated success in customer retention, expansion, and satisfaction
Proven track record of building, scaling, and managing high-performing Customer Success teams in a fast-paced, technology-driven environment
Experience managing complex, multi-stakeholder customer relationships with consistently high satisfaction and renewal rates
Deep expertise in CPG and/or Retail verticals, including a strong understanding of trade promotion, consumer insights, and merchandising dynamics
Demonstrated ability to translate complex customer needs into actionable strategies for your team and the broader organization
Strong analytical background, including data analysis and synthesis into compelling presentations and executive-level narratives
Experience developing business processes and best practices in fast-paced, high-growth environments
Excellent communication and presentation skills, with experience engaging senior executives and multi-stakeholder audiences
Demonstrated ability to motivate clients and internal teams through process or organizational change
Willingness to travel up to 40%

Optional garnishes (Preferred Qualifications)
Experience with CPG SaaS solutions, particularly in consumer insights, promotional strategy, or retail execution technologies
Proven track record of adapting to and driving innovation in rapidly evolving technological landscapes
Proficiency with data visualization tools and CRM systems
Experience analyzing and improving CS performance metrics including NRR, retention rates, and time-to-value
Experience managing remote or distributed teams

WA

$170,000 - $179,500 USD

OR, DE, ME, MA, MD, NH, RI, VT, DC, PA, VA, CO, TX, IL, HI

$163,000 - $172,000 USD

All other states

$148,000 - $156,000 USD

CA, NY, CT, NJ

$177,000 - $187,000 USD

OTE Range

$211,000 - $267,500 USD