Customer Success Specialist managing customer onboarding, satisfaction, and upselling for Lexroom's legal AI platform. Collaborating with internal teams and ensuring excellent customer feedback and KPI tracking.
About the role
- Customer Success Manager managing post-sale relationship with grocery retailers. Driving adoption and performance for Swiftly's AI-powered platform focusing on customer success and value delivery.
Responsibilities
- 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
Requirements
- 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
- Ability to be onsite at least 3 days a week in office in Modesto or Dublin, California
- 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.
Benefits
- Swiftly offers reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.
Job title
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Degree requirement
No Education Requirement
Location requirements
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