Customer Success Manager
Strategic Customer Success Manager role owning account outcomes for a TPM SaaS platform serving CPG brands. Requires 5+ years in trade promotion management with strong critical thinking and communication skills to drive adoption and customer value.
About the job
Key Responsibilities
- Lead with strategy, not just service. Build deep, trusted relationships with customers by acting as a proactive strategic advisor, guiding them toward measurable business value and deeper adoption of the Vividly platform.
- Apply critical thinking to every account. Analyze customer usage patterns, platform data, and business context to identify adoption gaps, risks, and growth opportunities. Translate findings into clear recommendations and action plans.
- Communicate with precision and purpose. Own every customer interaction with clarity and confidence. Run meetings with clear agendas, deliver concise follow-ups, and conduct proactive outreach that adds value.
- Champion the customer's success internally. Serve as the voice of customers across product, sales, and marketing. Surface feedback and advocate for improvements that benefit the customer base.
- Drive platform adoption and user expansion. Identify underutilized features and low-adoption users. Design enablement strategies that create organizational dependency on the Vividly platform.
- Multi-thread accounts. Build relationships across each organization by identifying champions, executive sponsors, power users, and operational stakeholders.
- Collaborate cross-functionally. Partner with specialists, product, and sales teams to build repeatable customer success playbooks with clear success plans, milestones, and documented outcomes.
- Represent Vividly as a TPM thought leader. Contribute to best practices, case studies, and community conversations.
Requirements
- 5+ years of experience in Trade Promotion Management with deep understanding of trade spend complexity
- CPG industry experience strongly recommended (deductions, accruals, trade finance experience preferred; POS data and TPM software experience are a plus)
- Strong critical thinking skills with ability to analyze ambiguous situations and develop evidence-based recommendations
- Authentically customer-first mindset with ability to anticipate needs and measure success by customer outcomes
- Exceptional written and verbal communication skills with ability to tailor messaging across different stakeholder levels
- Proactive account leadership with ability to surface insights and recommendations without waiting to be asked
- Technical aptitude with SaaS platforms and comfort navigating complex software
- Comfort with ambiguity and change in a fast-moving startup environment
- GSD (Get Stuff Done) attitude with sound judgment on prioritization and delegation
Nice-to-Haves
- POS data experience
- TPM software experience
Skills
Trade Promotion Management, Cpg, SaaS, Customer Success, Account Management, Data Analysis, Stakeholder Management, Cross-Functional Collaboration, Enablement Strategy, Critical Thinking
Similar jobs
Customer Success jobs
Weave
Lehi, UT
Leads strategic onboarding and activation for payments customers, guiding implementation, training, adoption, and processing-volume growth. Requires 5+ years in onboarding, customer success, activation, or implementation, plus strong payments expertise and consultative communication skills.
Canary Technologies
New York, NY
Owns strategic relationships and long-term success for complex global enterprise hotel accounts, coordinating deployments, adoption, executive engagement, and expansion. Requires 5+ years in enterprise customer success, account management, or strategic consulting and strong C-level communication skills.
Improbable
Remote
Build Bolter’s customer success function from scratch by onboarding operators, translating their business processes into automated blueprints, driving retention, and shaping the product through customer feedback. Requires 5+ years in customer-facing work, strong process-mapping ability, AI fluency, and excellent communication.
Twilio
United States
Manages enterprise customer relationships, driving platform adoption, retention, value realization, and account expansion. Requires at least three years in customer-facing work, experience with large enterprise accounts, strong executive communication, and familiarity with analytics, APIs, and SQL.
Navan
United States
Provides personalized event-travel support for clients and travelers, managing bookings, fare information, program planning, troubleshooting, and client relationships. Requires strong travel-booking and GDS expertise, customer service skills, and proficiency with business and communication tools.