Customer Success Manager

As a Customer Success Manager, you’ll become an integral part of our mission to make customer experiences wildly successful and positive. DemandTec has been a pioneering leader in retail pricing and commerce solutions since the early days of price optimization. Today, DemandTec offers a complete end-to-end pricing platform that uses cutting-edge data science to empower retailers to optimize pricing, promotions, and markdown strategies. Unlike other solutions, we uniquely enable seamless collaboration between retailers and suppliers around the world, streamlining promotional activities for maximum efficiency. In this role, you’ll help pricing, merchandising, marketing and IT teams unlock their full potential.

DemandTec is a strategic business unit of Acoustic, along with Acoustic Connect, Manage email, SMS/MMS, mobile push, and WhatsApp with ease at any scale, understand customer intent, and personalize the customer journey, and TeaLeaf by Acoustic, a leader in digital experience analytics.

What You'll Do

• Develop account strategies in accordance with DemandTec and customer business objectives
• Build and sustain relationships with stakeholders and decision makers, including C-level executives in assigned accounts with the goal of becoming a trusted advisor throughout all lines of business
• Proactively monitor and assess customer health customer base and enact designated playbooks focused on maximizing product adoption and driving retention
• Identify new opportunities within assigned DemandTec customers – both within existing solutions as well as within the broader portfolio
• Work with clients to build a mutually agreed upon ‘Success Plan’ with performance objectives and KPIs
• Conduct regular business reviews to understand current adoption level, business relationships, general issues, and leverage them to better position DemandTec solution upsell and expansion
• Develop customer intelligence understanding your customers business and processes to better facilitate the involvement of the broader Acoustic family including Support, Services, Operations, Product Management, Sales and Solution Engineering to ensure customer success and meet account performance objectives / customers’ expectations
• Work with clients to create a referenceable account base, build advocacy, including public promotion and external media engagement, including  approvals for Logo usage, Press Releases, Testimonials and Case Studies
• Hold regular and effective communication with the client (QBRs, email, weekly scheduled calls, etc.)

Requirements

• 3+ years of experience in a customer success role, responsible for customer satisfaction and renewals for a SaaS company
• Proven success partnering with customers to identify opportunities to maximize their investment across multiple solutions
• Proven success in consistently achieving renewal rate targets
• Experience partnering with customers during regular business reviews to make data informed decisions regarding their current product usage and expansion opportunities
• Up to 25% travel

Nice to Have

• Experience with Pricing and Promotion methodologies and solutions from a technology or retail customer perspective
• Experience with Salesforce and Gainsight a plus