Customer Success Manager

CommerceIQ is building the AI platform that runs commerce for the world's largest brands. As a Customer Success Manager, you will act as a consultative partner to drive adoption of the CommerceIQ platform, leveraging AI capabilities to help customers achieve measurable business outcomes.

Responsibilities:

• 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 200–300) 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

Requirements:

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