Customer Success Manager

The posting, as SPS North America wrote it

Job Title: Customer Success Manager

Reports To: SVP, Strategic Accounts

Job Overview

The Customer Success Manager is responsible for managing, retaining, and growing relationships across a portfolio of existing B2B clients. This role focuses on customer satisfaction, renewals, account expansion, and add-on business. The Customer Success Manager serves as a trusted advisor to clients while partnering closely with Operations and other internal teams to support strong service delivery, resolve issues, and increase long-term client value.

The position is responsible for maintaining strong client relationships, understanding business needs, coordinating internal resources, supporting commercial activity, and ensuring that client commitments are addressed proactively and professionally.

Duties and Responsibilities

Customer Success & Relationship Management

• Own day-to-day commercial relationships with a portfolio of existing B2B clients.
• Build and maintain trusted relationships with key stakeholders, decision-makers, executive contacts, and other client representatives.
• Serve as a primary point of contact for assigned clients regarding account-related needs, business priorities, and commercial matters.
• Develop a strong understanding of client business objectives, organizational priorities, challenges, service expectations, and evolving needs.
• Monitor account health, customer satisfaction, service performance, and retention risks.
• Lead or support regular account reviews and Quarterly Business Reviews (QBRs), including preparation of agendas, reporting, action items, and follow-up.
• Proactively identify client concerns, risks, and opportunities and coordinate appropriate internal follow-up.
• Partner with Operations to address service concerns, develop effective solutions, and support recovery plans when issues arise.
• Track commitments, action items, and next steps to ensure timely resolution and clear communication with the client.
• Promote a proactive, consultative approach to client engagement and identify opportunities to strengthen the overall customer experience.

Renewals & Account Growth

• Own the renewal process for assigned accounts, ensuring strong retention, timely planning, and effective coordination with internal stakeholders.
• Maintain awareness of contract terms, renewal dates, scope of services, pricing, and other commercial considerations affecting assigned accounts.
• Identify and pursue add-on, upsell, and cross-sell opportunities within existing accounts.
• Expand relationships into additional departments, locations, services, and business units where appropriate.
• Develop account plans that identify retention strategies, relationship priorities, expansion opportunities, and key actions.
• Maintain a qualified pipeline of expansion opportunities and provide accurate visibility into opportunity stages, timing, and probability.
• Partner with internal teams on pricing, proposals, Statement

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Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process.

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