Salsify
Retail Success Manager
Job Summary
This role involves managing relationships with retail and distributor clients, developing account success strategies, and collaborating with internal teams to optimize product adoption and customer satisfaction. The ideal candidate has extensive experience in customer success, relationship management, and working with complex organizations, preferably within retail or e-commerce sectors. Strong communication, project management, and stakeholder management skills are essential. The position emphasizes building deep client relationships, driving program adoption, and identifying new opportunities to enhance the customer's omnichannel experience.
Required Skills
Benefits
Job Description
Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market.
Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf.
At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here.
About the Opportunity
Teaser
Salsify is looking for an experienced, driven customer success manager to support account strategies with some of the largest retailers & distributors in North America. This is a key strategic position with high visibility across the company and with the executive team.
How You'll Make an Impact:
- Manage the business relationship between Salsify & a named set of Retail & B2B/ Distributor customers
- Create and manage an account success plan that is managed jointly across the customer stakeholders and internal stakeholders.
- Grow close relationships with executives and key stakeholders within named accounts, including product management, assortment growth, retail media and content strategy teams to (a) optimize and grow the presence of existing capabilities, (b) ensure we have clear communication and escalation paths, (c) have visibility and influence on roadmaps, and (d) support in meeting our Retail partners’ success goals.
- Be a subject matter expert on the retailer’s end-to-end item lifecycle process and serve as a resource for customer escalations.
- “Walk the halls.” Become essential to their employees and grow Salsify’s brand recognition and regard with their employee base.
- Partner with Salsify’s Services, Product & Engineering teams on new connection capabilities and maintenance updates.
- Oversee pilot programs to ensure new capabilities are fully tested and deliver the best customer experience possible for the retailer/ distributor, the brand, and Salsify.
- Drive brand adoption by negotiating joint marketing campaigns that help the retailer or distributor expand its merchandising programs and raise awareness of Salsify solutions.
- Advocate for Salsify brands within a retailer/ distributor to ensure that brand content is leveraged to its fullest capacity.
- Present as the account expert, identify new opportunities for brands to improve the retailer or distributor’s omnichannel experience through richer interactions powered by Salsify.
You'll Enjoy This Role If You Have:
- A wealth of experience in driving ROI-focused customer success programs with complex organizations
- You are comfortable networking with multiple senior stakeholders across the organization to help develop and execute work that helps achieve business-critical goals and objectives
- Worked with Retailers before, either as an employee, as a technology vendor, or as a supplier, is a great plus; e-Commerce experience is strongly recommended
- Worked with Distributors before, either as an employee, as a technology vendor, or as a supplier; strongly encouraged
- 5+ years of experience in customer-facing, problem-solving positions in fast-paced companies. High tech is preferred, though competitive suppliers or agencies are also valuable.
- Comfortable with ambiguity; leverage experience in business and/or retail, and develop a plan to drive program adoption, awareness, and advocacy of leadership
- A “people person”: You are enthusiastic and energized by spending your day interacting with many different people.
- High Emotional Intelligence and the ability to communicate effectively with many different types of people.
- Experience in client services, client success, business development, or solutions engineering.
- Experience navigating large, complex Fortune 1000 companies.
- Extremely effective written, verbal, and presentation communication.
- Driven, ambitious, and optimistic. Never give up. Ability to continue trying despite multiple false starts.
- Creative and entrepreneurial in your approach to your work
- Highly organized. Strong project or program management experience.
- Curious to learn about new businesses and industries, and you can quickly grasp and make effective use of industry- and company-specific terminology
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- We pay market rates, which are competitive and equitable
- We pay based on performance and proficiency, not tenure
- We adjust proactively; when the market moves, we do too
Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you!
A member of Talent '[email protected]' will be reaching out about next steps if we would like to move forward.
Salsify’s mission is to empower brand manufacturers to win on the digital shelf.
Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards.
We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you!
As part of the hiring process, we may be conducting reference checks with your provided contacts.
Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application.
An Inclusive Place To Work
Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Accommodations
Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact [email protected].
Salsify
Drive sales growth and deliver winning shopping experiences with Salsify PXM, the product experience management platform for modern commerce.
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