Customer Success Manager

About the role

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain. Position Summary: We are seeking a Customer Success Manager to join our Customer Success Team and play a key role in managing and expanding the Emerging Market. In this role, you will manage a growing portfolio of 200+ CPG brands and drive scalable success processes that deliver consistent value. You will leverage modern tools including Claude AI to streamline communications, monitor KPIs, and manage operational tasks efficiently, allowing you to focus on strategic account initiatives and customer retention. This position is critical to establishing repeatable, high-impact CS operations as we expand this segment. Location: This role follows a hybrid work model, with regular in-office presence required at our Toronto office.

Responsibilities

• Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes.
• Execute standardized onboarding and success planning processes.
• Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs.
• Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement.
• Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion.
• Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities.

Qualifications

• High school diploma or equivalent; Bachelor's degree preferred.
• 1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience.
• Familiarity with SaaS business models or experience supporting SaaS customers.
• Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences.
• Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn).
• Comfortable with data analysis and tracking metrics; able to interpret trends and report findings.
• Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment.
• Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape.

Benefits

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Pay

The total annualized on-target compensation range for this position is $65,400 - $98,100 CAD, inclusive of base salary and annualized commission target. Actual compensation will be determined based on education, relevant skills, work history, certifications, location, and more, and may fall anywhere within the range.