Swiftly is a retail digital technology company headquartered in the Bay Area that empowers regional and independent grocers to compete in a digital-first world. Swiftly provides best-in-class app, web, loyalty, and e-commerce solutions to retailer partners without SaaS fees, instead driving revenue through its retail media network and sharing profits with retailers.
With 70+ retailer banners and Series C funding, Swiftly is the first in the industry to seamlessly connect digital and in-store shopping. AI is at the core of how we build, operate, and scale, powering everything from shopper personalization to internal engineering velocity. Our solutions, including Audience Optimizer™, Alcohol Cashback, and Offsite Campaigns, drive shopper engagement and brand success.
The CSM blends relationship management, operational execution, and data-driven insights, working cross functionally with Implementation, Product, Sales, Support, and Media teams to ensure customers are successful, supported, and growing. As a part of this book of business, this customer success manager will be available onsite for key customer work and strategy, traveling 30% of the time.
Responsibilities Include:
- Own the end-to-end post-implementation relationship for mixed book of business for retailer accounts
- Act as the primary point of contact and trusted advisor for customer stakeholders to drive value from Swiftly’s core products
- Develop account success plans aligned to retailer goals, KPIs, and revenue targets
- Proactively identify risks, opportunities, and optimization paths
- Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer) - track the success
- Evangelize customers knowledge of product services and advise them on how to grow their marketing programs
- Ensure customers understand and realize measurable value from the platform
- Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment
- Drive feedback, discovery and outcomes
- Translate data into clear, actionable recommendations for customers
- Drive renewals and retention outcomes (GRR / NRR) for your portfolio
- Identify and support upsell and expansion opportunities in partnership with Sales
- Support revenue growth initiatives including new features, media offerings, and pilots
- Partner closely with Implementation/solutions engineering during handoff and early lifecycle
- Coordinate with Support and Product to resolve issues and escalate feedback
- Represent the voice of the customer internally and influence product priorities
- Contribute to process improvements, playbooks, and scalable CS programs
- Maintain accurate account data, health scores, and forecasts in CRM / CS tools
- Track key metrics including adoption, usage, revenue performance, and NPS
- Follow established CS processes while contributing to continuous improvement
- Other related duties as assigned
Required Qualifications:
- 4+ years of experience in Customer Success, Account Management, or Client Services
- Experience supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred)
- Strong ability to manage multiple accounts and priorities simultaneously
- Data-driven mindset with comfort analyzing performance metrics and trends
- Excellent communication skills, written, verbal, and executive-level
- Proven track record of driving retention and customer satisfaction
- This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship
Preferred Qualifications:
- Experience working with retailers, grocery, or retail media networks
- Familiarity with mobile apps, digital advertising, or media performance metrics
- Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions, etc.)
- Comfort working in fast-growing, evolving environments
- Confidence in customer onsite engagement
- Self-starter, someone with a desire to roll up their sleeves, learn and build to problem solve and drive next steps
Skills Required
- 4+ years of experience in Customer Success, Account Management, or Client Services
- Experience supporting B2B SaaS customers
- Strong ability to manage multiple accounts and priorities simultaneously
- Data-driven mindset with comfort analyzing performance metrics and trends
- Excellent written, verbal, and executive-level communication skills
- Proven track record of driving retention and customer satisfaction
- Authorized to work in the U.S. without current or future visa sponsorship
- Willingness to be onsite for key customer work and travel approximately 30% of the time
- Experience working with retailers, grocery, or retail media networks
- Familiarity with mobile apps, digital advertising, or media performance metrics
- Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions)
- Comfort working in fast-growing, evolving environments
- Confidence in customer onsite engagement
- Self-starter with desire to learn, build, and drive solutions
What We Do
Swiftly is a leading provider of technology and solutions for retailers worldwide. Founded in 2018, Swiftly offers innovative solutions that drive engagement and enable retailers to own the digital relationship with their customer. Swiftly’s Retail Tools, Mobile Platform, Analytics and Insights, and Retail Media Network are integrated into a unified platform, which enables retailers to accelerate sales and build loyalty while empowering brands to reach more shoppers and amplify campaigns reaching more customers by using their own 1st party data. Trusted by hundreds of iconic brands, Swiftly is democratizing the retail industry and giving retailers the technology they need to compete in today’s crowded marketplace.
Why Work With Us
We’re building a culture where personal and professional growth drive business growth. Make an impact on customers and community, work with cool technology and build things that impact millions of customers every day.
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