Customer Success Manager

About The Position

This is a high-impact, client-facing role at the center of customer success, technical delivery, and account growth. You will own the customer journey from onboarding through expansion, ensuring our CPG and retail customers maximize the value of Snap2Insight. You will work directly with customer teams, internal leadership, and our engineering team in India to drive execution, solve challenges, and uncover growth opportunities. This is far more than a support role — it is a chance to help shape customer outcomes and directly influence company growth.

About Snap2Insight

Snap2Insight empowers CPG and retail teams to win at the shelf by improving shopper experience, simplifying store execution, and helping associates focus on the actions that matter most. We partner with leading CPG manufacturers, distributors, and retailers to strengthen in-store execution, improve on-shelf availability, enhance planogram compliance, and create better outcomes for both customers and frontline teams.

Responsibilities:

• Serve as the strategic day-to-day contact for a portfolio of CPG, distributor, and retail customers
• Build trusted relationships across field teams, sales leadership, category management, and executive stakeholders
• Translate customer needs into clear business and technical requirements
• Manage support issues from intake through resolution with urgency and professionalism
• Proactively identify opportunities to improve adoption, ROI, and long-term retention
• Lead onboarding for new customers, including scope definition, timelines, success metrics, and training
• Coordinate internal teams to ensure smooth launches and on-time delivery
• Manage implementation risks, priorities, and milestones across multiple projects
• Help customers operationalize Snap2Insight into daily field execution routines
• Handle routine data requests and customer reporting needs independently using AI tools and platform outputs
• Interpret results and convert insights into clear business recommendations
• Escalate complex technical issues when needed while maintaining customer confidence
• Support expansion opportunities within existing accounts
• Participate in discovery calls, demos, and prospective client meetings
• Help develop customer success stories, ROI case studies, and sales materials
• Represent Snap2Insight at retail and CPG industry events, conferences, and trade shows

Requirements:

• 4–6 years of experience in customer success, account management, project management, or SaaS delivery
• Retail or CPG industry experience strongly preferred
• Strong understanding of store operations, merchandising, retail execution, or field sales processes
• Proven ability to manage complex client relationships with multiple stakeholders
• Comfort working with data, dashboards, analytics, and AI-driven tools
• Excellent communication skills with the ability to simplify technical topics for business users
• Highly organized, detail-oriented, and able to manage multiple priorities
• Self-starter mentality with strong ownership and urgency

Nice to Have:

• Experience with retail audits, syndicated data, trade promotion, or category management
• Experience working with distributors or merchandising organizations
• Exposure to image recognition, AI analytics, or retail technology platforms
• Experience representing a company at trade events or customer conferences

Why Snap2Insight?

• Work with leading CPG companies, retailers, and distributors
• Be part of a fast-growing company improving retail execution every day
• High visibility role with direct access to senior leadership
• Opportunity to shape customer growth and company growth simultaneously
• Help improve the experience for shoppers, associates, and customers alike