Customer Success Manager

ClearDemand is seeking a proactive and relationship-driven Customer Success Manager to join their growing team. The role involves developing strong B2B customer relationships, utilizing retail data for insights, and providing comprehensive onboarding and training to ensure clients achieve their business goals.

Responsibilities:

• Develop and maintain strong relationships with B2B customers, providing consultative support and ensuring they derive maximum value from our solutions
• Utilize retail data metrics and KPIs to monitor customer health scores, identify trends, and provide actionable insights to clients
• Understand and advise on retail pricing strategies, including terms like TPR (Temporary Price Reduction), and assist clients in optimizing their pricing decisions
• Run basic SQL queries to gather customer data and resolve issues. Provide feedback to the offshore development team to enhance product features based on customer needs
• Work closely with an offshore development team, ensuring timely deliverables and facilitating communication between technical teams and customers
• Responsible for the comprehensive onboarding of new customers, including: Designing and conducting customized training sessions tailored to the specific needs of each client. Developing and maintaining educational materials such as user manuals and tutorial videos. Gathering feedback to refine training approaches and ensuring continual alignment with client needs and industry standards. Providing ongoing support and training to help customers stay updated on new features and enhancements

Requirements:

• Proven experience in customer success or account management, ideally within the retail sector (grocery and pets preferred)
• Strong understanding of retail data metrics, KPIs, and pricing terminology
• Basic proficiency in SQL for performing data queries and analysis
• Excellent interpersonal skills with the ability to manage and work effectively with an offshore development team
• Demonstrated ability in providing consultative support and building strong customer relationships
• Bachelor's degree in business administration, Marketing, or a related field is preferred
• Experience with CRM software and customer success platforms
• Advanced understanding of retail management systems and pricing models