Customer Solutions and Success Manager

Snap2Insight empowers CPG and retail teams to win at the shelf by improving shopper experience and simplifying store execution. The Customer Solutions and Success Manager will own the customer journey from onboarding through expansion, ensuring customers maximize the value of Snap2Insight while building trusted relationships and managing complex client interactions.

Responsibilities:

• Be the quarterback of all things customer related
• Serve as the strategic day-to-day contact for a portfolio of CPG, distributor, and retail customers
• Build trusted relationships with both internal and external stakeholders - implementation counterparts in customer teams, customer execs, and Snap2Insight field teams, sales leadership, category management, and product & eng teams
• Gather customer requirements, translate them into clear business and technical requirements, and help product and engg teams prioritize across multiple customers
• Manage customer support issues from intake through resolution with urgency and professionalism
• Proactively identify opportunities to improve adoption, ROI, and long-term retention
• Lead onboarding for new customers, including scope definition, timelines, success metrics, and training
• Coordinate internal teams to ensure smooth launches and on-time delivery
• Manage the implementation plan, prepare weekly implementation progress reports, risks, priorities, and milestones across multiple projects
• Help customers operationalize Snap2Insight into daily field execution routines, hit value milestones and realize value from the Snap2Insight platform
• Responsible for weekly executive summary during implementation, and monthly progress/status report post implementation
• Proactively gather customer data requirements, and build recurring reports for easy customer consumption
• Handle additional data requests and customer reporting needs independently using AI tools and platform outputs
• Learn from customer requests and work with Snap2Insight prod & eng team to productize them
• Interpret results and convert insights into clear business recommendations
• Escalate complex technical issues when needed while maintaining customer confidence
• Continuously run white space analysis, identify and support expansion opportunities within existing accounts
• Participate in discovery calls, demos, and prospective client meetings
• Help develop customer success stories, ROI case studies, and sales materials
• Represent Snap2Insight at retail and CPG industry events, conferences, and trade shows

Requirements:

• 4–6 years of experience in customer success, account management, project management, or SaaS delivery
• Retail or CPG industry experience strongly preferred
• Strong understanding of store operations, merchandising, retail execution, or field sales processes
• Proven ability to manage complex client relationships with multiple stakeholders
• Comfort working with data, dashboards, analytics, and AI-driven tools
• Excellent communication skills with the ability to simplify technical topics for business users
• Highly organized, detail-oriented, and able to manage multiple priorities
• Self-starter mentality with strong ownership and urgency
• Experience with retail audits, syndicated data, trade promotion, or category management
• Experience working with distributors or merchandising organizations
• Exposure to image recognition, AI analytics, or retail technology platforms
• Experience representing a company at trade events or customer conferences