Customer Success Manager at Salsify

Lisbon, PortugalFull-timeCustomer SuccessPosted about 2 months ago

About the Role

<div class="content-intro">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.  <h3>About the Opportunity</h3></div>Salsify is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable, and retain a portfolio of Salsify’s customers. The CSM is ultimately responsible for the complete post-sales lifecycle. This role is focused on ensuring that customers receive maximum business value from their PXM platform. The results of these interactions are customer retention, customer satisfaction, and organically uncovering growth opportunities for Salsify through potential new areas of customer value.   How You'll Make an Impact: <ul> <li>Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. Occasionally, the CSM will collaborate during the pre-sales cycle to help with a seamless transition and a positive customer experience.</li> <li>Is responsible for the adoption of all licensed products and ensures the customers are receiving business value and ROI.</li> <li>Recommends and carries out joint strategic success and value plans with their portfolio of customers.</li> <li>Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future (products and services).</li> <li>Captures customer product feedback and enhancement requests, metrics, and KPIs, and documents them in Salesforce.</li> <li>Helps customers plan and execute a digital shelf program - this is often change management for our customers and a key piece of the role.</li> <li>Evangelizes customer success stories, customer success systems, and processes.</li> </ul>   You'll Enjoy This Role If You Have: <ul> <li>3-5 years as a Customer Success Manager within a SaaS organization, consultant, technical account manager, or equivalent.</li> <li>Proven track record of driving measurable customer outcomes and success.</li> <li>Tracked client health and usage metrics in a Customer Success tool </li> <li>Comfort handling a high volume of new and existing customers and are open to fluctuation.</li> <li>Track record of leading conversations and persuading others to take action based on requirements and value provided by solutions.</li> <li>Handled challenging or complex customers or situations and can demonstrate resolutions.</li> <li>Experience using AI tools (Gemini is a plus) to work smarter as a CSM, with a strong curiosity to learn, experiment, and continuously find new ways to create better value for customers.</li> <li>Worked cross-functionally with sales, professional services, product, and marketing peers.</li> <li>Ability to navigate data, systems, and people to find answers.</li> <li>PIM, CPG, or Retail experience are a plus.</li> </ul>   Note: In addition to the salary this role offers a commission bonus.                                                                                                                                                                                                                                                    #LI-IA1 #LI-Remote<div class="content-pay-transparency"><div class="pay-input"><div class="description"><div class="p-rich_text_section">At Salsify, we maintain 3 core principles as part of our Compensation Philosophy:</div> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li style="font-size: 14px;" data-stringify-indent="0" data-stringify-border="0">We pay market rates, which are competitive and equitable</li> <li style="font-size: 14px;" data-stringify-indent="0" data-stringify-border="0">We pay based on performance and proficiency, not tenure</li> <li style="font-size: 14px;" data-stringify-indent="0" data-stringify-border="0">We adjust proactively; when the market moves, we do too</li> </ul> <div class="p-rich_text_section">The posted compensation range reflects the base salary for this position. In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, PTO, and more. Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data.</div></div><div class="title">National Pay Range</div><div class="pay-range">€32.300—€38.000 EUR</div></div></div><div class="content-conclusion">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 '<a class="c-link" href="mailto:[email protected]" target="_blank" data-stringify-link="mailto:[email protected]" data-sk="tooltip_parent" data-remove-tab-index="true">[email protected]</a>' 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 <a href="https://www.salsify.com/candidate-privacy-policy" target="_blank">Candidate Privacy Statement</a> for information on the personal data we process in connection with your application. <h2>An Inclusive Place To Work </h2> <h4>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. </h4> <h3>Accommodations</h3> 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 <a href="mailto:[email protected]">[email protected]</a>.   We take your security seriously. When applying for a position with us, please be aware of the following: Official Communication Channels All legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels. Verify Job Postings Always verify the legitimacy of any Salsify job posting by checking our official website's careers page. If a position is not listed there, it is not a genuine Salsify opening. Secure Application Process We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process. No Payments Ever Required Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam. Personal Information Requests Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.  </div>

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