Customer Success Advocate

Own the relationship with a portfolio of large, complex CPG accounts, acting as their advocate inside SPS Commerce and their trusted advisor on retail compliance operations. Guide customers through onboarding, product adoption, and renewal, so they see measurable value from the network at each stage. Analyze customer deduction and compliance data to help identify root causes and recommend prevention strategies for issues like Walmart deductions and OTIF non-compliance. Train customers on SPS Commerce products and retail compliance programs in a way that builds real confidence and drives adoption, not just awareness. Track account health and engagement, and act early when a customer shows signs of risk, coordinating with internal teams to resolve issues before they affect renewal. Bring customer feedback back into SPS Commerce, connecting customers with Product, Support, and Retail Compliance teams when their input can shape what we build next. Stay current on retail and CPG industry developments, through trading partner communications, retailer scorecards, industry groups, and conferences, and translate what you learn into practical advice for your customers. Contribute to the broader Customer Success strategy for account retention, expansion, and customer health across the Revenue Recovery segment. Requirements Bachelor's degree, preferably, in Business, Finance, or Supply Chain, or equivalent professional experience. 5-10 years of experience working with major retailers (Walmart, Sam's Club, Target, Kroger, Amazon) or at a large CPG company, with direct exposure to deductions, chargebacks, or retail compliance programs. A track record of managing complex customer relationships and navigating competing priorities across large organizations. Strong written and verbal communication skills, with the ability to explain compliance and technical topics clearly to non-technical stakeholders. Comfort analyzing data to find root causes and turning that analysis into a clear recommendation. The ability to work independently, prioritize a full portfolio of accounts, and know when to elevate. A fast learner who picks up new systems and products quickly and can teach them to others. Core Competencies Demonstrates expertise in managing complex customer relationships within the CPG sector, with a strong focus on retail compliance operations and data analysis. Proficient in onboarding, product adoption, and driving customer engagement to ensure account health and retention. Highest-signal resume keywords Customer Relationship Management Retail Compliance Programs Data Analysis and Recommendations Communication Skills Account Health Tracking ATS Optimization Keywords Hard Skills Data Analysis Retail Compliance Deductions Management Chargebacks Onboarding Product Adoption Customer Engagement Root Cause Analysis Portfolio Management Risk Assessment Soft Skills Strong Communication Independent Work Prioritization Fast Learner Training and Teaching Industry Keywords CPG Retail Walmart Sam's Club Target Kroger Amazon Revenue Recovery Customer Success Industry Developments #J-18808-Ljbffr