Strategic Customer Success Manager, Writer

• The ideal candidate is passionate about integrating AI solutions into core CPG workflows, identifying tangible business value, and building strong, strategic partnerships with customers
• 7+ years experience in CPG, ideally with in-house expertise
• 3-5+ years experience in a customer facing saas or consulting role, with experience in driving business transformation, strategy, or enablement
• Proven ability to engage C-level stakeholders, with experience influencing executive decision-makers and driving adoption at the highest levels
• Strong understanding of CPG industry dynamics, including its challenges, opportunities, and specific needs for digital transformation
• A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption
• Data driven with strong business acumen: Ability to link product value and AI solutions to measurable business outcomes
• Excellent communication skills: A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences
• Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment
• A natural affinity to our values of Connect, Challenge, Own

Desirable

• We’re looking for a Strategic customer success manager to lead AI powered transformation for our Fortune 50 customers in the CPG industry
• This role is designed for an experienced professional with deep expertise in CPG who thrives on driving innovation within this ecosystem
• As our Strategic customer success manager, you’ll be pivotal in refining our processes for onboarding, adoption, and retention within the CPG sector. With an NRR of +130%, and GRR is +95%, you’ll be building on a world-class foundation to drive even greater success
• You'll be reporting to the Director of customer success and be working very closely with our other customer success managers in building a world class CS org
• Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor
• Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes
• Manage complex, high-value programs that focus on AI - powered transformation, ensuring seamless execution, adoption, and business value realization
• Own the full customer renewal process, including forecasting, negotiating, and proposal creating
• Be accountable for customer retention: Drive both Gross and Net dollar retention rate targets for your customers
• Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives
• Advocate for customer needs internally: Leverage CPG-specific insights to influence product strategy and enhance the customer experience
• Leverage data analytics: Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making
• Lead the customer journey: Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction