Customer Success Manager

Trax Retail is seeking a Customer Success Manager to serve as a strategic partner for leading Consumer Goods, food & beverage, and retail brands. The role involves guiding customers through the GoSpotCheck platform, delivering training, and fostering relationships to demonstrate the ROI of the partnership.

Responsibilities:

• We’ll empower our customers to own and expand their use of GoSpotCheck
• We’ll provide thoughtful GoSpotCheck solutions and recommendations to help resolve new and existing customer pain points
• We’ll provide customer training on the GoSpotCheck platform and consultation to help the customer maximize their use of the solution and minimize platform pain points/short comings
• We’ll provide managed services to the customers either directly or via the CS Operations team to augment the customer’s role in administration and management of their platform solution
• We’ll consistently communicate our strategic value and demonstrate GoSpotCheck’s ROI for our customers throughout their lifecycle
• We’ll manage competing priorities across a dynamic book of business; your ability to triage, focus on the highest-impact work, and execute with urgency is what will set you apart
• Through Executive Business Reviews, Strategic Planning sessions, and day-to-day communication, we’ll reinforce the value our customers receive from GoSpotCheck
• We’ll retain and grow our portfolio organically; thanks to the solid foundation you’ve established for your accounts
• We’ll be accountable for portfolio health: tracking customer health scores, NRR (Net Revenue Retention), and GRR (Gross Revenue Retention) to proactively identify risk and expansion opportunities before they surface in a renewal conversation

Requirements:

• 2-3 years' experience managing B2B customers
• Experience managing Enterprise customers and/or portfolio of $2M ARR or more
• Comfortable working directly with executives and senior-level management
• Managed simultaneous projects in a customer-facing role where you were directly accountable for delivering data-driven results
• Love data and may have been a data analyst in a past life
• Ability to explain relational database concepts
• Advanced Excel skills
• Experience writing SQL queries
• Exceptional written communication: concise, persuasive, and empathetic
• Exceptional verbal communication: clear, on-point, and confident
• Proven track record of building successful relationships with customers
• History of retaining and growing your customer portfolio
• Ability to prioritize and focus on what is important
• Willingness to collaborate and build relationships with many other teams throughout the company
• Curiosity about AI and comfort helping customers adopt new technology
• Completed a bachelor's degree
• Alignment with company values
• Experience in Image Recognition (IR) or AI/Deep Learning
• Experience working with Salesforce
• Experience explaining AI-driven features like image recognition or automated compliance scoring to non-technical stakeholders