Our client, a retail SaaS provider , is seeking a Senior Customer Success Manager to join their team in Long Island. This hybrid role is onsite 3 days a week (Mon/Tue/Thur).
This role is deeply embedded in each client relationship, owning communication, proactively identifying issues, guiding clients through solutions, driving adoption of new features, and identifying opportunities for expansion and renewal. Candidates should have Client Services experience within a B2B SaaS environment, preferably within retail.
Job Duties:- Serve as the primary point of contact for a named portfolio of mid-market to enterprise retail clients
- Conduct regular client meetings to assess business challenges, technology usage, and evolving needs, and provide strategic recommendations.
- Own client retention and develop strategic account plans for each assigned customer.
- Lead planning and execution of in-person client visits and Quarterly Business Reviews (QBRs).
- Partner closely with internal teams (Product, Support, Engineering, Sales, and Leadership) to ensure delivery on client commitments.
- Maintain a detailed understanding of all open support tickets and product issues for assigned clients; proactively escalate and manage issues as needed.
- Clearly communicate issue status, timelines, and solutions to clients with confidence and accuracy.
- Drive adoption of client's products, modules, and new features; identify gaps in usage and recommend solutions.
- Identify expansion opportunities including add-on features, upsells, and contract renewals; initiate these conversations and partner with leadership to execute.
- Gather and synthesize client feedback to inform product improvements and internal stakeholders.
- Maintain thorough documentation of all client interactions, issues, plans, and outcomes.
- 7+ years of experience in Customer Success, Account Management, or Client Services within a B2B SaaS environment.
- Experience working directly with retail clients; experience supporting mid-market to enterprise customers is essential.
- Proven ability to manage complex, high-value client relationships
- Strong communication and presentation skills; comfortable leading executive-level conversations.
- Highly organized with a strong appreciation for detailed documentation and process rigor.
- Demonstrated ability to operate autonomously and solve problems end-to-end rather than simply escalating.
- Comfort discussing technical concepts and software functionality, even without a formal technical background.
- Ability to perform under pressure, manage competing priorities, and adapt quickly to change.
- Bachelor’s degree or equivalent professional experience.
The description above is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, and qualifications required.
While PCG appreciates all applicants, only those qualified will be contacted. Thank you for your application. We look forward to hearing from you!
If you believe you are a great candidate for this position, and the salary listed does not meet your expectations, we would still love to speak to you! PCG, in good faith, believes that this posted range of compensation is the accurate range for this role at this location at the time of this posting. PCG and our clients may ultimately pay more or less than the posted range depending on candidate qualifications. This range may be modified in the future. This role may also be eligible for additional compensation, including incentive pay, discretionary bonuses, and a comprehensive benefits package, details of which will be provided during the hiring process.
Pyramid Consulting Group, LLC is an Equal Opportunity Employer that takes pride in a diverse environment. We provide equal employment opportunities to all applicants and employees without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, marital or veteran status, disability, genetic information, or any other protected status under applicable law.
We will provide reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation during the application or hiring process, please contact
For positions subject to “Fair Chance” laws (including but not limited to California, Colorado, New York City, Los Angeles, and other jurisdictions), PCG will consider qualified applicants with arrest and conviction records in a manner consistent with applicable law.
Please refer to our website: www.pyramidcg.com for access to our Right to Work and E-Verify.
