Customer Success Manager

About Storesight

Storesight is an AI-powered platform purpose-built by CPG executives in collaboration with leading CPG firms to transform how sales and category management teams operate. Backed by a network of 3M+ contributors, we acquire more than 6 million shelf and display images annually from nearly 50,000 locations. If you're passionate about helping businesses maximize retail performance, revenue, and profit, join us in shaping the future of CPG innovation.

Position Overview:

The Customer Success Team is dedicated to providing world-class service, ensuring customer satisfaction, and driving lifetime value growth across our StoresightAI customers. As a Customer Success Manager, you will serve as a critical link between customers and internal teams. Through close collaboration with both, you will ensure high-quality results that align with the unique needs of our customers.

We are seeking a highly motivated, proactive team player with excellent cross-functional collaboration skills to ensure customer success, promote customer retention, and deliver exceptional service. This role is ideal for a detail-oriented individual who enjoys problem-solving and is driven by the opportunity to serve others.

Key Responsibilities:

Customer Relationship Management:

• Serve as the primary point of contact for our customers, delivering best-in-class service through onboardings, trainings, business reviews, and contract renewals for our StoresightAI platform.
• Build and maintain strong, long-lasting customer relationships, acting as a trusted consultant and lead customer service contact.
• Proactively engage with customers to ensure timely renewals of annual subscription contracts and identify upsell/cross-sell opportunities for the sales team.

Operational Excellence and Data Analysis:

• Manage your work and customer interactions in our CRM system, Hubspot.
• Comfortably analyze your own customer data and trends from the StoresightAI platform to provide strategic insights to customers.
• Monitor customer progress and satisfaction, collaborating with the Data and Platform Operations teams to address any challenges efficiently.

Product Knowledge:

• Serve as a subject matter expert on the StoresightAI platform and products, educating customers on systems and processes to maximize their use of the platform.
• Work with customers to implement, expand, and enhance their engagement with StoresightAI's offerings.

Collaboration and Account Growth:

• Partner with the Sales, Data, Platform Operations, and Marketing teams to identify opportunities for customer retention and account expansion, contributing to overall business growth.
• Collaborate with teams across the organization to fulfill primary responsibilities and support the success of customer accounts.

Professional Development and Team Support:

• Work with team leadership on individual development and growth goals, continuously enhancing service delivery skills.
• Contribute to team success by sharing insights and best practices, fostering a collaborative environment that supports high-quality customer service.

Qualifications:

• 2+ years of professional experience within CPG or retail (strongly preferred).
• Ability to manage multiple projects simultaneously in a fast-paced environment with strict deadlines.
• Excellent business writing and communication skills.
• Strong ability to collaborate and excel in a team environment.
• A strong customer focus, with a commitment to meeting customer objectives and developing a deep understanding of their business.
• Proactive and service-oriented, always ready to take initiative and prioritize customer needs.
• Adaptable and capable of solving problems efficiently in changing situations.
• A dedicated individual committed to excellence, understanding that occasionally working outside regular business hours may be required to meet critical deadlines, support time-sensitive projects, or address urgent tasks.
• Organized and detail-oriented, with strong time management skills.
• Experience with Hubspot or other CRM systems (preferred).
• Familiarity with data analysis and the ability to interpret customer trends (preferred).

Benefits:
• PTO
• Health, Vision, & Dental Insurance
• Life Insurance
• Supplemental Insurance
• 401k and Company Match