Customer Success Manager

Swiftly is a retail digital technology startup founded in 2018 and headquartered in the Bay Area. We empower regional and independent grocers to compete in a digital-first world by providing best-in-class app, web, loyalty, and e-commerce solutions—without SaaS fees. Instead, Swiftly drives revenue through its retail media network, sharing profits with retailer partners.

With 70+ retailer banners and Series C funding, Swiftly is the first in the industry to seamlessly connect digital and in-store shopping. Our AI-powered platform helps retailers build strong digital relationships, while our solutions—Audience Optimizer™, Alcohol Cashback, and Offsite Campaigns—drive shopper engagement and brand success.

Our mission: Enable brick-and-mortar retailers to thrive in a digital world.

Position Summary:

Swiftly is looking for a customer success manager that will be focused on driving retailer outcomes, accelerating adoption, and ensuring long term partnerships that deliver measurable value. The Customer Success Manager (CSM) will own the post-sale relationship for a portfolio of grocery retailers. Serving as the primary strategic partner, driving onboarding, adoption, performance, retention, and expansion across Swiftly’s product suite. This role blends relationship management, operational execution, and data-driven insights. The CSM will work cross-functionally with Implementation, Product, Sales, Support, and Media teams to ensure customers are successful, supported, and growing.

• Own the end-to-end post-implementation relationship for assigned retailer accounts  
• Act as the primary point of contact and trusted advisor for customer stakeholders  
• Develop account success plans aligned to retailer goals, KPIs, and revenue targets  
• Proactively identify risks, opportunities, and optimization paths  
• Drive product adoption across Swiftly solutions (apps, web, retail media, audience optimizer)  
• Ensure customers understand and realize measurable value from the platform  
• Lead regular business reviews (QBRs / MBRs) focused on performance, insights, and roadmap alignment  
• Drive VOC feedback, delivery and outcome progress  
• Translate data into clear, actionable recommendations for customers  
• Drive renewals and retention outcomes (GRR / NRR) for your portfolio  
• Identify and support upsell and expansion opportunities in partnership with Sales  
• Support revenue growth initiatives including new features, media offerings, and pilots  
• Partner closely with Implementation/solutions engineering during handoff and early lifecycle  
• Coordinate with Support and Product to resolve issues and escalate feedback  
• Represent the voice of the customer internally and influence product priorities  
• Contribute to process improvements, playbooks, and scalable CS programs  
• Maintain accurate account data, health scores, and forecasts in CRM/CS tools  
• Track key metrics including adoption, usage, revenue performance, and NPS  
• Follow established CS processes while contributing to continuous improvement  
• Other related duties as assigned

• 3–6+ years of experience in Customer Success, Account Management, or Client Services  
• Experience supporting B2B SaaS customers (MarTech, AdTech, Retail Tech preferred)  
• Strong ability to manage multiple accounts and priorities simultaneously  
• Data-driven mindset with comfort analyzing performance metrics and trends  
• Excellent communication skills—written, verbal, and executive-level  
• Proven track record of driving retention and customer satisfaction  
• This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship 

• Experience working with retailers, grocery, or retail media networks  
• Familiarity with mobile apps, digital advertising, or media performance metrics  
• Experience with CRM and CS tools (Salesforce, Jira/Confluence, Gong, Amplitude, project management solutions, etc.)  
• Comfort working in fast-growing, evolving environments  
• West coast based 

#LI-Remote

Note: This position is not eligible for visa sponsorship. Applicants must be authorized to work in the U.S. without the need for current or future sponsorship.

Working For Swiftly

We are working on a set of problems that require the best in the industry to get right. Our employees are the pillars of the future of the company and they are treated and compensated as such. We're a growing team of experienced industry professionals building an organization that can solve tough problems and values a collaborative environment. 

Every Swiftly employee: 

-Has demonstrated the ability to work collaboratively in an ambiguous, fast-paced environment 

-Takes ownership of their domain from the ground up, from inception through deployment to customers 

-Leaves their ego at the door and ensures the best idea leaves the room 

-Is always experimenting with new technologies and learning new skillsets 

If you've ever wanted to work on a project that blends a gorgeous consumer experience, sophisticated logistics, and scale that rivals the largest technology players, Swiftly is the place for you. 

Equal Opportunity Employer 

Swiftly is an Equal Employment Opportunity and Affirmative Action Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.  

Swiftly will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.