Enterprise Customer Success Manager

Position Overview

The Enterprise Customer Success Manager owns the relationship, retention, and growth of Storesight's largest and most strategic CPG and Retailer customers. Serving as a trusted advisor to sales, category management, and executive leadership teams, this role ensures our enterprise customers realize measurable value from the Storesight platform and see Storesight as mission critical to winning at retail.

The right candidate is a seasoned, commercially minded customer success professional who can navigate complex, multi-brand organizations, lead executive-level conversations, and turn shelf data into business outcomes. This role is an opportunity to shape how Storesight serves its most important customers within a high-growth and cutting-edge technology environment.

Beyond managing a book of enterprise accounts, the Enterprise Customer Success Manager is a senior member of the Customer Success team and collaborates with Storesight's internal teams-including sales, product, data, operations, and marketing-to advocate for customer needs, ensure customer success, influence the product roadmap, and raise the bar for how we serve our most important customers.

Essential Duties and Key Responsibilities

• Strategic Account Ownership
• Own a portfolio of Storesight's largest and most complex enterprise customers, accountable for gross retention, net revenue retention, and overall customer health across the book.
• Build and maintain key account relationships, including executive-level (Director, VP, and C-suite) while multi-threading across sales, category management, insights, and retail execution teams.
• Develop and execute strategic Success Plans for each account, aligned to the customer's business priorities, retail calendar, and key moments such as line reviews and JBPs.
• Lead executive business reviews that quantify the value and ROI customers achieve with Storesight.
• Renewals and Account Growth
• Own the renewal process end to end for enterprise accounts, including forecasting, risk mitigation, and commercial negotiation.
• Proactively identify and develop expansion opportunities across new brands, categories, retailers, and solutions, partnering with Sales to close them.
• Manage accounts, forecasts, and customer interactions in our CRM system, HubSpot, and report on account health to Customer Success leadership.
• Data-Driven Value Realization
• Analyze customer usage and Storesight data to surface strategic insights, close adoption gaps, and drive measurable business outcomes for customers.
• Identify early warning signs of risk and lead cross-functional recovery plans with the Data and Platform Operations teams.
• Translate shelf and retail data into compelling, executive-ready stories that connect Storesight to customer KPIs.
• Use Case Expertise, Product Training, and Customer Advocacy
• Train customers on features and navigations on the Storesight platform.
• Serve as a senior subject matter expert on the Storesight platform, guiding customers on advanced use cases and best practices to maximize their investment.
• Lead complex enterprise onboardings and implementations, including multi-team rollouts and custom program design.
• Act as the voice of the enterprise customer, sharing structured feedback with Product and Data teams to shape platform enhancements and the roadmap.
• Team Contribution and Enablement
• Serve as a go-to resource on complex enterprise accounts, sharing insights and best practices that strengthen the broader Customer Success team.
• Help build and refine Customer Success playbooks, processes, and tools for enterprise account management.
• Partner with Customer Success leadership on team initiatives and contribute to a collaborative, high-performance culture.

Qualifications

• Seasoned customer success or account management professional with deep experience serving enterprise Consumer Packaged Goods (CPG) and retail customers.
• Results and outcomes focused. Demonstrated track record of retaining and growing large, complex accounts.
• Executive presence, with the confidence to influence senior stakeholders and navigate complex, matrixed organizations.
• Commercially minded and comfortable leading renewal and expansion negotiations.
• Operate with a fast motor, and drive pace and urgency.
• Highly curious and analytical, with strength bringing data-driven stories to life and narrative.
• A strong communicator with the ability to simplify complex insights for various stakeholders.
• A proactive problem solver and team player who thrives in a fast-paced, collaborative environment.

Requirements

• Bachelor's degree in pertinent field preferred.
• 7+ years of experience in category management, retail analytics, or related functions for the CPG/Retail industry.
• Proven track record of meeting or exceeding retention and expansion targets.
• Experience with HubSpot or other CRM platforms preferred.
• Strong analytical skills; experience with retail data, syndicated data, AI agents, or business intelligence tools preferred.
• Familiarity with Storesight or similar retail intelligence platforms is a bonus.
• Ability to travel for customer meetings and occasionally work outside regular business hours as needed.

Benefits

• Competitive salary and bonus structure
• Paid vacation and sick time.
• Health, dental, and vision insurance
• Company-paid life insurance
• Supplemental Insurance
• 401(k) and Company match
• Opportunities for career advancement