Customer Success Manager

Position Summary

Swiftly is searching for a Customer Success Manager (CSM) who owns the post-implementation relationship for a portfolio of grocery retailers. This role will serve as the primary strategic partner, driving onboarding, adoption, performance, retention, and expansion across Swiftly’s product suite.

Responsibilities

• Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts
• Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products
• Develop account success plans aligned to retailer goals, KPIs, and revenue targets
• Proactively identify risks, opportunities, and optimization paths
• Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer)
• - Track the success
• Evangelize customers knowledge of product services and advise them on how to grow their marketing programs
• Ensure customers understand and realize measurable value from the platform
• Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
• Translate data into clear, actionable recommendations for customers
• Drive renewals and retention outcomes (GRR / NRR) for your portfolio
• Identify and support upsell and expansion opportunities in partnership with Sales
• Support revenue growth initiatives including new features, media offerings, and pilots
• Partner closely with Implementation/solutions engineering during handoff and early lifecycle
• Coordinate with Support and Product to resolve issues and escalate feedback
• Represent the voice of the customer internally and influence product priorities
• Contribute to process improvements, playbooks, and scalable CS programs
• Maintain accurate account data, health scores, and forecasts in CRM / CS tools
• Track key metrics including adoption, usage, revenue performance, and NPS
• Follow established CS processes while contributing to continuous improvement

Required Qualifications

• 4+ years of experience in Customer Success, Account Management, or Client Services
• Experience supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred)
• Strong ability to manage multiple accounts and priorities simultaneously
• Data-driven mindset with comfort analyzing performance metrics and trends
• Excellent communication skills, written, verbal, and executive-level
• Proven track record of driving retention and customer satisfaction

Preferred Qualifications

• Experience working with retailers, grocery, or retail media networks
• Familiarity with mobile apps, digital advertising, or media performance metrics
• Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions, etc.)
• Comfort working in fast-growing, evolving environments
• Confidence in customer onsite engagement
• Self-starter, someone with a desire to roll up their sleeves, learn and build to problem solve and drive next steps