Customer Success Manager - Revenue Recovery

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

This is a highly visible, client-facing role within SPS Commerce Revenue Recovery, where you will play a meaningful role in driving customer success and long-term value. As a Customer Success Manager (CSM), you will partner closely with your team to ensure customers are fully supported, engaged, and realizing measurable return on their SPS Revenue Recovery investment.
In this role, you are not just responding to customer needs — you are proactively guiding customers through their journey, strengthening relationships, and championing outcomes that drive retention and growth.

What You’ll Do

As a Customer Success Manager, you will:

• Collaborate within a team to manage and engage a shared book of business through proactive outreach, strategic check-ins, and personalized support.

• Build strong, trust-based relationships that position you as a valued advisor to your customers.

• Guide customers through onboarding and implementation milestones, ensuring a smooth transition and strong foundation for long-term success.

• Deliver training and product education that builds confidence, drives adoption, and maximizes platform utilization.

• Monitor account health and customer engagement to identify opportunities for growth and mitigate risk.

• Partner cross-functionally to resolve challenges, prevent churn, and increase customer lifetime value.

• Contribute to engagement and retention strategies that support both customer satisfaction and business performance.

What Success Looks Like

• Customers feel heard, supported, and confident in their partnership with SPS.

• Adoption and engagement remain strong throughout the lifecycle.

• Risks are identified early and addressed proactively.

• Relationships deepen, leading to improved retention and long-term value.

Skills & Experience

• Strong relationship-building skills with clear, professional, and timely communication.

• Ability to develop product expertise and confidently educate customers in a way that inspires trust and adoption.

• Highly organized with strong attention to detail and follow-through.

• Process-driven and able to manage multiple priorities effectively.

• Curious, creative problem-solver who thrives in a collaborative team environment.

• Experience in Amazon, Walmart &/or CPG ecosystems, or customer success is a plus, but not required.

• Fluent Mandarin with strong English communication skills

Location:

This role follows a hybrid work model, with regular in-office presence required at our Beijing, China office. 

What We Offer:

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.  

The annual salary range for this role is: ¥204,800.00 - ¥307,200.00. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices. 

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact. 

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.