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:Position Summary:We are seeking a Customer Success Manager to join our Customer Success Team and play a key role in managing and expanding the Emerging Market. In this role, you will manage a growing portfolio of 200+ CPG brands and drive scalable success processes that deliver consistent value. You will leverage modern tools including Claude AI to streamline communications, monitor KPIs, and manage operational tasks efficiently, allowing you to focus on strategic account initiatives and customer retention. This position is critical to establishing repeatable, high-impact CS operations as we expand this segment.
Key Responsibilities:
Manage a portfolio of 200+ CPG brand accounts (net ships up to $2M), ensuring consistent engagement and positive outcomes through scalable, technology-enabled processes.
Execute standardized onboarding and success planning processes.
Monitor account health metrics and adoption indicators to identify at-risk customers and flag escalation needs.
Implement adoption campaigns and targeted recommendations to drive product utilization and expand customer engagement.
Contribute to Go-To-Market strategy by gathering customer insights, documenting segment-specific needs, and recommending process improvements for GTM expansion.
Track and report on key CS metrics including customer satisfaction, renewal status, adoption rates, and expansion opportunities.
Required Qualifications:
High school diploma or equivalent; Bachelor's degree preferred.
1-2 years of relevant experience in customer-facing roles (Sales, Support, Account Management, or similar), or relevant internship/project experience.
Familiarity with SaaS business models or experience supporting SaaS customers.
Strong written and verbal communication skills with ability to explain concepts clearly to diverse audiences.
Proficiency with CRM systems, spreadsheets, and experience with AI tools (or eagerness to learn).
Comfortable with data analysis and tracking metrics; able to interpret trends and report findings.
Organized, detail-oriented approach to managing multiple tasks and deadlines in a fast-paced environment.
Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape.
Location:
This role follows a hybrid work model, with regular in-office presence required at our Toronto office.
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 compensation range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more. SPS provides the annualized compensation range inclusive of base salary and annualized commission target for this role.
The total annualized on-target compensation range for this position is $65,400 - $98,100 CAD. Actual compensation will be determined based on the factors listed above and may fall anywhere within the range.
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.
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.
Skills Required
- High school diploma or equivalent
- Bachelor's degree
- 1-2 years of relevant customer-facing experience in sales, support, account management, or a similar role
- Relevant internship or project experience may substitute for customer-facing experience
- Familiarity with SaaS business models or experience supporting SaaS customers
- Strong written and verbal communication skills
- Ability to explain concepts clearly to diverse audiences
- Proficiency with CRM systems and spreadsheets
- Experience with AI tools or eagerness to learn
- Comfort with data analysis, metric tracking, trend interpretation, and reporting
- Organized and detail-oriented approach to managing multiple tasks and deadlines
- Willingness to learn SPS Commerce products, the supply chain industry, and the CPG business landscape
SPS Commerce Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about SPS Commerce and has not been reviewed or approved by SPS Commerce.
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Equity Value & Accessibility — Equity participation stands out, with an Employee Stock Purchase Plan and role-based stock awards forming meaningful parts of total rewards. These programs are viewed as accessible and financially attractive across many teams.
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Retirement Support — A 401(k) with company matching is a notable strength, with indications of recent enhancements to the employer match. This bolsters long-term savings and is treated as a dependable benefit.
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Wellbeing & Lifestyle Benefits — Gym or fitness stipends, commuter benefits, onsite amenities, and an Employee Assistance Program contribute to everyday wellbeing. Hybrid flexibility further supports work-life balance as part of the overall package.
SPS Commerce Insights
What We Do
SPS Commerce gives retail trading partners an intelligent way to manage and fulfill orders. SPS Commerce is the world’s leading retail network, connecting trading partners around the globe to optimize supply chain operations for all retail partners. We support data-driven partnerships with innovative cloud technology, customer-obsessed service, and accessible experts so our customers can focus on what they do best. To date, more than 95,000 companies in retail, distribution, grocery, and e-commerce have chosen SPS as their retail network. SPS has achieved 80 consecutive quarters of revenue growth and is headquartered in Minneapolis.
