[Hiring] Customer Success Manager – Grocery Retail @Upshop

February 18, 2024

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Job Description

About Upshop:

Upshop is the market leader in Total Store Operation solutions for the Grocery and C-Store markets. We offer an AI-powered, SaaS platform connecting Fresh, Center, eCommerce, and DSD department operations to deliver a simplified, smarter, more connected store experience. Customers running Upshop realize significant improvements in sales, shrink, food safety and sustainability across the entire store. 150+ retail chain accounts trust our software in over 30k+ stores, 9 countries, and 3 continents.

Overview of the role:

We are seeking a Senior Customer Success Manager to join our growing team. As a CSM, you will serve as the primary point of contact for assigned strategic customers to develop long-lasting relationships with our most valuable customers. This includes development of relationships with cross functional executives and project leaders within each account, and execution of strategies focused on driving customer retention and outcomes that will ultimately lead to more business. In this role, you will report to the Director of Customer Success, and collaborate with a cross functional team including sales, solutions consulting, business intelligence, and professional services.


  • Own, drive, and manage the end-to-end customer relationship – ensuring customer satisfaction, renewal, and expansion by building trusted business relationships with clients key stakeholders
  • Become a strategic partner to our customers by understanding the customers’ business, their strategic initiatives, and leading indicators for performance improvement to serve as a trusted advisor
  • Act as an internal advocate and champion for your accounts, pulling together the required teams and individuals needed to support current challenges or opportunities within the account
  • Execute and deliver on exceptional service, communication and partnership activities that included a consistent meeting cadence and annual Executive Business Reviews
  • Develop ongoing communication with the retailers’ project and management teams to ensure trust and high satisfaction with Upshop, including considerations of additional Upshop products over time
  • Maintain and strengthen relationships while fostering new contacts with clients cross functional leaders by providing support, information, and guidance; researching and recommending new opportunities for profit and operational improvements
  • Lead the relationship management and internal data capture of key client information and business capabilities
  • Support and consult client and Upshop Professional Services teams in ongoing projects and priorities to obtain measurable and sustainable benefits
  • Collaborate with the sales team to foster revenue growth opportunities, and with the customer success team to develop account plans and strategies to drive client adoption and outcomes
  • Maintain awareness of retail trends and competitive offerings to identify and understand best practices in the grocery industry
  • Meet retention, adoption, and growth goals across assigned accounts


  • 6+ years of combined grocery retail industry and account management or retail operational experience
  • Strong communication, listening and presentation skills and the ability to resolve situations while attaining customer satisfaction at both executive leadership and project level audiences
  • Empathetic, positive attitude with a desire to help customers reach their goals
  • Enthusiastic, results-oriented and creative individual with solid organizational and collaborative skills and comfortable with a fast-paced growth company
  • Demonstrated desire for continuous learning, improvement and awareness of retail industry trends
  • Attend all required meetings, training sessions, and company events
  • Must be available for travel up to 30-40% of the time

Preferred Qualifications:

  • Bachelor’s degree
  • Experience with retail technology solutions
  • Proficient with CRM tools such as Salesforce
  • Experience with companies in growth phase


  • Remote Work (outside of required travel to customer sites)
  • Competitive salary
  • Quarterly performance-based bonus opportunity
  • Employer-matched 401(k) plan
  • Attractive paid time off policy

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