Customer Success Manager II

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 II to join our Customer Success Team. This role is responsible for managing multiple concurrent projects at once and maintaining quality relationships, both internally and externally.  In this role, you have the ability to develop a strategic engagement plan for our tech-touch customers that promote retention, improve the customer experience, and increase the speed of the customer journey. 

Within the tech-touch pod, you will be at the forefront of our team’s success by being a focal point for all accounts.  Your role encompasses strategy, innovation, and the ability to work within the gray.   You will assist in the creation and implementation of robust processes that will leverage automation and technology to deliver best-in-class customer service.  Furthermore, you will consistently identify opportunities to improve efficiency and enhance the customer experience, contributing to our organization’s growth and success.

Key Responsibilities and Skills:    

• Develop a deep understanding of customers' business models, build relationships, and serve as a trusted adviser to ensure successful partnerships. 

• Create plans outlining critical success factors, metrics, targets, and recommendations to address customers' strategic goals and business challenges. 

• Deliver best practices, coach customers to drive product adoption, and facilitate the use of SPS features to demonstrate value. 
• Monitor account performance, keep projects on track, and implement structured programs to drive adoption at low-usage accounts. 
• Technical Aptitude: Comfortable with product functionality, troubleshooting, and basic tech knowledge (e.g., APIs, cloud services).
• Customer-Centric & Data-Driven: Ability to analyze customer data to drive automated, value-driven interactions and optimize customer journeys.
• SaaS Tools & Automation Expertise: Experience with CRM tools (Salesforce), customer success platforms (Gainsight), and email automation.
• Strong Communication Skills: Ability to create clear, engaging content like emails, help articles, and videos to support customers at scale.
• Problem Solving & Process Optimization: Skilled in identifying patterns proactively and optimizing workflows to improve the customer experience through automation.

 Location:     

In this hybrid role, you will be required to work onsite from our Minneapolis office two days per week.    

Required Qualifications:       

• Bachelor’s degree or equivalent combination of education and experience, with 2+ years of Customer Success Management (CSM) experience or 3-5 years of professional business experience. 

• Proven ability to build strong relationships with customers, including experience working with C-level and SVP-level executives and conducting executive business reviews. 

• Excellent verbal and written communication, presentation, organization, and time management skills, with a thoughtful approach to addressing customer pain points. 

• Comfortable working in a fast-paced environment, with strong listening skills and the ability to quickly assess changing priorities. Experience driving organization-wide initiatives and previous work at a SaaS company are preferred. 

What We Offer:    

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. 

The annual salary range for this role is: $62,100 - $93,100. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.  

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.   

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.