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AI Summary
Description:
SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!
Position Summary:
As a Customer Success Manager III , you act as a trusted advisor and strategic partner to a portfolio of mid-market and enterprise customers across Europe. You are responsible for driving customer value, adoption, retention, and growth by aligning customer business objectives with our solutions.This role combines hands-on customer engagement with executive-level stakeholder management, ensuring long-term partnerships and measurable outcomes across complex organisations.
You will work cross-functionally with sales, product, and delivery teams to deliver a consistent and high-quality customer experience throughout the customer lifecycle.
Essential Responsibilities / Duties
- Develop and maintain long-term customer relationships as the leader of the ongoing account team for customers based throughout Europe
- Build and maintain relationships at the executive level, both with the customer and within SPS
- Increase customer lifetime value by monitoring customer trading partner onboarding, additions and adoption
- Lead regular business reviews (e.g., QBRs/EBRs) with clear outcomes and next steps
- Identify opportunities to expand customer value (cross-sell, upsell, adoption growth)
- Maximize customer lifetime value by aligning with customer to understand their business goals and objectives, creating and managing plans for how SPS and customers achieve that value
- Ensure on-time delivery of products or services per sales contract and provide product feedback to management or development teams
- Accountable for 20-25 accounts in portfolio at any given time which is a portfolio of mid-market and large enterprise accounts
- Lead change management events
- Communicate effectively with multiple levels of both SPS and the customer, adjusting the message to the audience
- Serve as the go-to person within SPS and the customer organization for general status and updates
- Monitor and facilitate the customer’s adoption of SPS product features and functions in relation to the customer's overall business needs
Location:
Fully remote role within Germany
Minimum Requirements
- 5+ years of experience in Customer Success, Account Management, or Consulting, ideally in SaaS or technology
- Excellent verbal and written communication skills in German and English
- Proven ability to manage mid-market and enterprise customers
- Proven success collaborating and building strong relationships with customers
- Experience working closely with C-level / SVP-level executives for customers and executing executive business reviews
- Strong presentation skills
- Excellent organization and time management skills
- Experience with complex, multi-stakeholder environments
- Ability to quickly assess and reassess priorities in a changing environment
- Strong listening skills with a thoughtful approach to addressing customer pain points
- Proven ability to manage customer escalations and drive to desired outcome
Preferred Experience
- Proven success driving organization wide initiatives
- Experience in SaaS, retail, supply chain, or digital platforms
- Background in SaaS, consulting, transformation, or change management
- Experience working in international / European environments
- Master’s degree / Fachhochschule
What We Offer:
At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.
SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.
Commitment to our Employees:
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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