# Customer Success Manager

**Company:** [Vividly](https://hotfix.jobs/companies/vividly)
**Location:** Remote
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Trade Promotion Management, Cpg, SaaS, Customer Success, Account Management, Data Analysis, Stakeholder Management, Cross-Functional Collaboration, Enablement Strategy, Critical Thinking
**Posted:** 2026-05-27

> 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.

## Job Description

## 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

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