Customer Success Manager

The Company CommerceIQ is building the AI platform that runs commerce for the world's largest brands. We are not selling AI demos. We are shipping AI agents for content, media, and sales into the workflows of the Fortune 100 every week. 2,200+ Customers 10 of Top 12 CPG Companies 900+ Retailers Connected $200M+ Raised Customers include Coca-Cola, Nestlé, Colgate-Palmolive, Mondelez, Samsung, and Kellogg's. Backed by SoftBank, Insight Partners, and Madrona. Headquartered in Mountain View with teams across the US, India, Canada, and the UK. Pre-IPO. About the Role Ecommerce on Amazon, Walmart, and other retailers (like Instacart, Krogers, DoorDash, UberEats) keeps growing, and so does the need for sharper insight into what's driving performance and where the next opportunity sits. We're looking for a Customer Success Manager to own a portfolio of CPG client relationships and lead a small team of Specialists who support them day to day. This person sits at the center of the account: the main point of contact for the Associate Director on the account or the client, the strategic lead on media execution, and the manager responsible for the people doing the hands-on work. You'll own a portfolio of CPG accounts and manage a team of 2-4 Specialists, helping in onboarding new clients, building out their strategy, and making sure your team has what it needs to deliver. This is a high-visibility role in our fast-growing division, and it comes with real ownership from day one. What You'll Do Client relationships and strategy Serve as the main point of contact for a portfolio of CPG accounts, from onboarding through renewal Build and own the media strategy for each account, and direct how it gets executed Understand each client's business objectives and pull together the internal and external resources needed to hit them Turn ecommerce data into a clear read on where the profitability opportunities are Run business reviews and account check-ins that keep clients informed and confident in the work Identify and help close upsell and cross-sell opportunities within existing accounts Handle escalations directly and work across teams internally to resolve them fast Keep a >4x ROI bar for clients and look for the next place to add value beyond what's already been delivered Team leadership Manage and mentor a team of Specialists, including day-to-day guidance and longer-term development Set the standard for how the team communicates with clients and each other Review account work before it reaches the client and course-correct early when something's off track Balance your own account load with enough time to actually manage your people Staying sharp Keep up with Amazon, Walmart, and other retailer platform changes and what they mean for client strategy Stay current on our own product roadmap and bring new capabilities to clients as they ship Maintain the net promoter score bar we hold ourselves to across every account you touch What We're Looking For 6+ years in Sales, Category Management, Marketing, or Analytics at a CPG or ecommerce company, with client-facing ownership of accounts Strong analytical chops, paired with the judgment to turn data into a strategy a client will actually act on A track record of growing accounts, not just maintaining them, through upsell, cross-sell, or expanded scope Comfortable presenting to and negotiating with senior stakeholders, including VP and C-level client contacts Experience owning escalations end to end, including the parts that require pulling in other teams Willingness to travel for client meetings as needed What Success Looks Like Retention: Client renewal rate holds at or above 95%, and clients can articulate the ROI they're getting without you having to make the case for them. Growth: Existing accounts grow through upsell or expanded scope, not just hold flat year over year. ROI: Accounts stay above the 4x ROI bar, tracked and reviewed on a set cadence rather than checked only when a client asks. Es…