Strategic customer success manager, CPG

Strategic Customer Success Manager

We're looking for a Strategic Customer Success Manager to lead AI powered transformation for our Fortune 50 customers in the CPG industry. This role is designed for an experienced professional with deep expertise in CPG who thrives on driving innovation within this ecosystem. The ideal candidate is passionate about integrating AI solutions into core CPG workflows, identifying tangible business value, and building strong, strategic partnerships with customers.

As our Strategic Customer Success Manager, you'll be pivotal in refining our processes for onboarding, adoption, and retention within the CPG sector. With an NRR of +130% and GRR is +95%, you'll be building on a world-class foundation to drive even greater success.

You'll be reporting to the Director of Customer Success and be working very closely with our other Customer Success Managers in building a world class CS org.

Your Responsibilities :

Lead strategic relationships with senior stakeholders across Fortune 50 CPG customers, acting as the main point of contact and trusted advisor

Drive AI adoption within customer organizations by developing tailored success plans that align AI solutions with key business objectives and measurable outcomes

Manage complex, high-value programs that focus on AI-powered transformation, ensuring seamless execution, adoption, and business value realization

Own the full customer renewal process , including forecasting, negotiating, and proposal creating

Be accountable for customer retention : Drive both Gross and Net dollar retention rate targets for your customers

Collaborate closely with Sales to identify and execute expansion opportunities, ensuring mutual growth through cross-sell and up-sell initiatives

Advocate for customer needs internally : Leverage CPG-specific insights to influence product strategy and enhance the customer experience

Leverage data analytics : Analyze product usage and adoption data to uncover valuable insights, empowering customer champions with smarter decision-making

Lead the customer journey : Ensure a seamless experience from onboarding through renewals and expansions, always focusing on long-term customer success and satisfaction

Is this you?

7+ years experience in CPG , ideally with in-house expertise

3-5+ years experience in a customer facing SaaS or consulting role, with experience in driving business transformation, strategy, or enablement

Proven ability to engage C-level stakeholders , with experience influencing executive decision-makers and driving adoption at the highest levels

Strong understanding of CPG industry dynamics , including its challenges, opportunities, and specific needs for digital transformation

A track record of leading complex programs with a focus on strategic alignment, KPIs, and driving large-scale adoption

Data driven with strong business acumen : Ability to link product value and AI solutions to measurable business outcomes

Excellent communication skills : A skilled storyteller who can clearly articulate value propositions and insights to both technical and non-technical audiences

Proactive, self-motivated, and highly organized, thriving in a fast-paced, high-growth environment

A natural affinity to our values of Connect, Challenge, Own

Preferred skills

Background in management consulting , particularly with a focus on AI or digital transformation in CPG

Experience in operational transformation

Experience managing large-scale change management programs or AI rollouts in complex organizations

Exceptional presentation skills : Able to create and deliver compelling narratives to executive audiences, driving strategic initiatives forward

Benefits & perks (US Full-time employees)

Generous PTO, plus company holidays

Medical, dental, and vision coverage for you and your family

Paid parental leave for all parents (12 weeks)

Fertility and family planning support

Early-detection cancer testing through Galleri

Flexible spending account and dependent FSA options

Health savings account for eligible plans with company contribution

Annual work-life stipends for :

Home office setup, cell phone, internet

Wellness stipend for gym, massage / chiropractor, personal training, etc.

Learning and development stipend

Company-wide off-sites and team off-sites

Competitive compensation, company stock options and 401k

WRITER is an equal-opportunity employer and is committed to diversity. We don't make hiring or employment decisions based on race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Under the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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