Customer Success Manager

Customer Success Manager

CommerceIQ is building the AI platform that runs commerce for the world's largest brands. We are not selling AI demos. We are shipping AI agents for content, media, and sales into the workflows of the Fortune 100 every week.

2,200+Customers - 10 of Top 12CPG Companies - 900+Retailers Connected - $200M+Raised

Customers include Coca-Cola, Nestl, Colgate-Palmolive, Mondelez, Samsung, and Kellogg's. Backed by SoftBank, Insight Partners, and Madrona. Headquartered in Mountain View with teams across the US, India, Canada, and the UK. Pre-IPO.

The Role:

As a Customer Success Manager, you will be a customer-facing consultative partner who blends commercial expertise with technical proficiency to accelerate value realization and drive adoption of the CommerceIQ platform. This role integrates elements of account management, solution consulting, and product enablement, with a strong focus on technical discovery, platform configuration, and embedding CommerceIQ into customers' commercial and operational workflows. You will guide customers in leveraging CommerceIQ's AI capabilities to unlock insights, automate actions, and drive scalable outcomes. Acting as a strategic advisor, you will translate client goals into measurable, repeatable use cases and operationalize them as platform workflowshelping customers streamline decision-making, drive business outcomes, and maximize the value of their investment in CommerceIQ.

This is a high-impact role for professionals who thrive at the intersection of technology and business, with the ability to both configure solutions and guide customers through the change management and operational integration required to achieve sustained success.

Location / Travel:

This position is a remote position to be based from the New York tri-state area or Chicago. We are not currently accepting applications based outside of these markets.

What You'll Do:

• Ensure we drive value to customers and grow CIQ's strategic engagement with the Customer
• Lead technical discovery processes to understand data flows, integration requirements, and operational needs, translating these into effective product configurations and workflows.
• Act as a platform subject matter expert, providing support for complex inquiries (level 200300) and hands-on configuration of key features and modules.
• Provide consultation on best practices for utilizing CommerceIQ data models and dashboards, guiding customers in interpreting platform insights to inform strategic commercial decisions.
• Partner closely with customer contacts and internal technical teams (Product, Engineering) to understand customer concerns and issues, and identify trends and priorities for unlocking best in class enablement.
• Help customers harness CommerceIQ's AI capabilities to drive efficiency, improve execution, and scale their retail media and ecommerce strategies.
• Serve as an internal ecommerce expert for strategy and product development AI initiatives.
• Collaborate with internal teams (Customer Success, Onboarding, Product, Insights) to operationalize workflows that contribute to measurable business outcomes.
• Configure key components of the platform to support adoption and value delivery, including:
• Data ingestion, metric creation, report and dashboard setup, basic context engineering and AI agent setup
• Deliver customized, persona-specific onboarding and enablement sessions for diverse set of commercial and operational teams

What You'll Bring:

Education:

• Bachelor's degree required; advanced degree is a plus

Technical & Consulting Skills:

• 4-8 years of experience in solution consulting, technical account management within a SaaS/analytics environment or deep sales and planning in retail or CPG, leveraging SaaS/analytics platforms is required.
• Proficiency in navigating and configuring enterprise platforms, ideally with exposure to, eCommerce analytics, pricing systems, or CPG/retail data workflows.
• Hands-on experience with configuring data pipelines, metrics, reports, or automated workflows within a SaaS platform.
• Ability to design and deliver impactful, customer-specific training programs and documentation.
• Familiarity with low-code tools to configure AI-driven workflows or agents and data interpretation, SQL, dashboards, or Business Intelligence (BI) tools (e.g., Looker, Tableau) is a plus.
• Experience working with AI-driven platforms or products, including the ability to translate AI capabilities into actionable customer use cases and measurable business outcomes.

Customer Engagement Skills

• Comfort engaging with both technical and business stakeholders to align platform usage with commercial objectives.
• Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies
• Exceptional ability to build trusted, consultative relationships with senior business and technical stakeholders.
• Strong commercial acumen and understanding of operational workflows within CPG, retail, or eCommerce environments.
• Excellent communication and storytelling skills, with the ability to translate technical concepts into actionable business value.
• Experience in driving adoption and change management across cross-functional customer teams.
• A proactive, outcome-oriented mindset, focused on enabling customer success and value realization at scale.

Compensation and Benefits:

The typical base pay range for this role across the US is USD: $120,000 - $150,000/per year. In addition to salary, there is a 15% annual bonus, along with an equity package provided as high potential pre-IPO stock options.

This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate's experience, qualifications, and location.

Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. You will also receive access to:

• Comprehensive medical, vision, and dental coverage
• A 401(k)-retirement plan
• Short & long-term disability insurance
• Life insurance
• Paid parental leave
• Monthly reimbursements for wellness, phone, and internet
• 10+ paid company holidays in each calendar year and unlimited PTO