Director, Customer Success

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: 

SPS Commerce is seeking an experienced and strategic Customer Success Director to lead our Distribution, Grocery, and Foodservice customer segment. This individual will oversee a high-performing team of Account Managers and Delivery professionals responsible for project delivery and ensuring value realization, customer retention, and long-term satisfaction across a portfolio. The ideal candidate brings deep expertise in supply chain and supply chain solutions and a passion for delivering exceptional customer outcomes.  Driving customer outcomes includes a desire to engage across the C Suite at the customer to consult and drive change and process improvement.  This role will report directly to the Sr. Director of Customer Success - Retail and play a key role in shaping and executing customer success strategies that align with the unique operational complexities of the distribution and food value chain industries.

Key Responsibilities:  

• Lead and develop a team of Customer Success Managers, Supply Chain Strategies, and Account Leaders to support High, Medium & Tech touch customers in the distribution, grocery, and foodservice industries.
• Own the customer journey from post-sales handoff through onboarding, adoption, value realization, and expansion.
• Build deep, trusted relationships with executive stakeholders at key customer accounts, acting as a strategic partner and advocate.
• Develop and implement scalable customer success strategies to improve retention, customer health, and net revenue retention (NRR).
• Collaborate cross-functionally with Product, Sales, Technology, and Support to ensure alignment and a seamless customer experience.
• Leverage data and customer insights to drive continuous improvement and innovation in service delivery and customer engagement.
• Partner with Marketing and Sales to identify upsell and cross-sell opportunities and contribute to revenue growth strategies.
• Stay informed of industry trends, competitive landscape, and evolving customer needs specific to supply chain distribution and foodservice sectors.

Location:  

• Minneapolis, MN or Remote

Required Qualifications:  

• Bachelor's degree in Business, Supply Chain, Technology, or a related field.
• 15+ years of experience in Customer Success, Account Management, or Professional Services within the Supply Chain SaaS industry.
• 10+ years of leadership experience managing global or regional teams, including remote and cross-functional environments.
• Demonstrated experience serving customers in the distribution, grocery, or foodservice supply chain space.
• Strong understanding of software implementation, customer lifecycle management, and value realization model).
• Exceptional communication, executive presence, and stakeholder management skills. Strong customer-facing skills and ability to coordinate across technical and business teams
• Previous experience working in or with Supply Chain SaaS platforms (e.g., TMS, WMS, OMS, or Demand Planning tools).
• Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, Totango, ChurnZero).
• Proven track record of achieving or exceeding retention and satisfaction goals.

Preferred Experience

• Master’s degree (MBA or similar) preferred.
• Experience managing remote, globally distributed teams.
• Deep understanding of KPIs relevant to SaaS customer success, such as NRR, GRR, and CSAT.
• Experience in a SaaS environment or with cloud-based EDI solutions

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: $150,000  - $200,000 + Bonus and Equity. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.   

Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance.  

SPS Commerce offers a comprehensive package of benefits including health, dental, vision, disability and life insurance, paid time-off, 401(k), health and flexible spending accounts, stock purchase plan and more.   

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.