DemandTec
About the Role
At DemandTec, we believe that long-term customer success is the cornerstone of our growth. As a
Senior Customer Success Manager (CSM) , you will be a trusted advisor and strategic partner to our enterprise and CPG customers, driving adoption, satisfaction, retention, and expansion. You’ll work cross-functionally to deliver exceptional value, acting as the voice of the customer internally while maximizing customer outcomes through proactive engagement. Your success will be measured by key metrics such as Net Promoter Score (NPS), Gross Renewal Rate (GRR), renewals, growth of customer accounts and customer advocacy. Key Responsibilities Strategic Account Management Develop and manage
custom Success Plans
with measurable business outcomes and defined milestones. Build deep relationships with key stakeholders, including
C-level executives , to influence and support their strategic goals. Lead
Quarterly Business Reviews (QBRs)
to assess product adoption, identify challenges, and uncover new growth opportunities. Customer Advocacy & Enablement Serve as the
primary point of contact
for assigned accounts, guiding them through onboarding, training, and ongoing success. Collaborate with Marketing to develop
customer advocacy programs
including case studies, testimonials, referrals, and webinars. Encourage customer participation in
DemandTec events
(virtual and in-person) to promote thought leadership and peer learning. Internal Collaboration & Feedback Partner closely with Sales, Marketing, Product, Support, Services, and Engineering to deliver seamless customer experiences. Provide customer feedback to internal teams to inform product development, roadmap priorities, and support offerings. ⚠️ Risk Management & Retention Monitor customer health and proactively address risks before they impact satisfaction or renewal. Develop and execute “ save plans ” for at-risk accounts to retain and rebuild trust. What Success Looks Like Consistently exceed
renewal and satisfaction goals Demonstrated ability to
articulate ROI
and align with customer KPIs Grow and expand customer footprint across DemandTec Increased customer advocacy and reference activity (webinars, testimonials, etc.) Strong collaboration and influence across internal teams Requirements Bachelor’s degree in Business, Marketing, or a related field 5–7 years of experience in
Customer Success, Account Management, Retail Grocery Buyer, or Strategic Consulting Deep understanding of
Retail, FMCG/CPG , Merchandising (Pricing and Promotion) Proven ability to manage complex, high-value customer relationships Strong communication skills— verbal, written, and presentation
(English fluency required; additional European languages a plus) Proficiency with Customer Success platforms and CRM systems (e.g., Gainsight, Hubspot) and productivity tools (e.g., Microsoft Office) Experience with
data analytics or SaaS platforms
is a strong plus
Senior Customer Success Manager (CSM) , you will be a trusted advisor and strategic partner to our enterprise and CPG customers, driving adoption, satisfaction, retention, and expansion. You’ll work cross-functionally to deliver exceptional value, acting as the voice of the customer internally while maximizing customer outcomes through proactive engagement. Your success will be measured by key metrics such as Net Promoter Score (NPS), Gross Renewal Rate (GRR), renewals, growth of customer accounts and customer advocacy. Key Responsibilities Strategic Account Management Develop and manage
custom Success Plans
with measurable business outcomes and defined milestones. Build deep relationships with key stakeholders, including
C-level executives , to influence and support their strategic goals. Lead
Quarterly Business Reviews (QBRs)
to assess product adoption, identify challenges, and uncover new growth opportunities. Customer Advocacy & Enablement Serve as the
primary point of contact
for assigned accounts, guiding them through onboarding, training, and ongoing success. Collaborate with Marketing to develop
customer advocacy programs
including case studies, testimonials, referrals, and webinars. Encourage customer participation in
DemandTec events
(virtual and in-person) to promote thought leadership and peer learning. Internal Collaboration & Feedback Partner closely with Sales, Marketing, Product, Support, Services, and Engineering to deliver seamless customer experiences. Provide customer feedback to internal teams to inform product development, roadmap priorities, and support offerings. ⚠️ Risk Management & Retention Monitor customer health and proactively address risks before they impact satisfaction or renewal. Develop and execute “ save plans ” for at-risk accounts to retain and rebuild trust. What Success Looks Like Consistently exceed
renewal and satisfaction goals Demonstrated ability to
articulate ROI
and align with customer KPIs Grow and expand customer footprint across DemandTec Increased customer advocacy and reference activity (webinars, testimonials, etc.) Strong collaboration and influence across internal teams Requirements Bachelor’s degree in Business, Marketing, or a related field 5–7 years of experience in
Customer Success, Account Management, Retail Grocery Buyer, or Strategic Consulting Deep understanding of
Retail, FMCG/CPG , Merchandising (Pricing and Promotion) Proven ability to manage complex, high-value customer relationships Strong communication skills— verbal, written, and presentation
(English fluency required; additional European languages a plus) Proficiency with Customer Success platforms and CRM systems (e.g., Gainsight, Hubspot) and productivity tools (e.g., Microsoft Office) Experience with
data analytics or SaaS platforms
is a strong plus