Customer Success Manager
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Job Description
Customer Success Manager driving retention, expansion and adoption for CPG customers using Visualfabriq’s commercial planning platform. Guiding AI adoption and customer success metrics.
Responsibilities:
- Serve as the first point of contact for a portfolio of CPG customers
- Build trusted relationships at global and local levels
- Own commercial plans covering renewals, upsell, cross-sell, training and advisory services
- Drive annual recurring revenue growth
- Keep customers informed about product developments and involve them in testing new functionality
- Govern customers through well-run meetings
- Set measurable success objectives and report on usage and service metrics
- Manage customer requests and escalations across Visualfabriq and its partners
- Prioritize requests and manage customer expectations
- Guide customers in adopting AI agents such as Assistant Mike
- Critically review AI-generated output before it reaches customers
- Collaborate with customers’ Super Users, Product, Solution Advisory, Customer Support and partner teams
- Report to the Head of Customer Success within the Sales & Marketing team
- Support customers from contract signature through implementation to business as usual
Requirements:
- Bachelor’s degree and FMCG or Revenue Growth Management (RGM) experience
- Minimum of 3 years of relevant experience in customer success, account management, or a similar customer-facing role (preferably within CPG or SaaS)
- Excellent English communication skills
- Spanish and/or Portuguese is a plus
- Strong organization, prioritization and commercial acumen
- Interest in software and technology
- Comfortable working in a fast-paced environment
- Comfortable working with AI tools and critically reviewing AI-generated output
- Experience with TPM / TPO, business consultancy or Customer Success in SaaS is a plus
- Submit resume and cover letter in English
- Not applicable through recruitment agencies
Benefits:
- Competitive salary
- Paid vacation days
- Paid personal/sick days
- Paid company-observed US holidays
- 401(k) retirement plan through a benefits portal
- Medical and health benefits
- Company laptop
- Mobile phone contribution
- Home-office equipment when needed
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