Senior Customer Success Manager

You are expected to know the product inside and out - including data modelling, workflows, syndication, enrichment, imports and exports, permissions, dashboards, and the everyday tasks your customers perform. When customers are stuck, uncertain, or not using the platform to its full potential, you will be able to guide them confidently and provide practical, hands-on support.

Working closely with Account Management, Business Solution Architects, Product, and Professional Services, you guide customers throughout their journey - from onboarding and adoption to business reviews and expansion. You take ownership of the health of your portfolio, ensuring customers realize value quickly, continue to do so as their needs evolve, and view Inriver as an indispensable part of their business.

With adoption as your north star, you build trusted relationships, develop customer advocates, proactively reduce risk, and create opportunities for long-term retention and growth.

• Own the ongoing relationship for a portfolio of customers as their primary point of contact, trusted advisor, and internal advocate.

• Act as a hands-on Inriver Super User/product expert, confidently guiding customers through the platform’s features and everyday tasks so they can work independently.

• Take ownership of the customer relationship after Go-Live and drive platform adoption as the core measure of success, translating each customer’s goals into Success Plans with measurable milestones, reviewed through regular Business Reviews.

• Proactively identify and mitigate account risk to prevent churn, and recognize expansion opportunities, partnering with Account Management ahead of renewals and growth conversations.

• Act as the voice of the customer internally, feeding adoption blockers and product feedback back to Product and Support.

• Stay up to date on industry trends and share relevant knowledge, including through best practice sessions and walkthroughs.

• Stay informed on escalations and technical issues affecting your accounts, and elevate to the appropriate teams when needed

We don’t expect you to tick every single box, but for this role we do need most of the following:

✔️Platform mastery: Willingness and proven ability to become a Super User/Administrator-level expert in Inriver - or demonstrable expertise as a power user/admin in a comparable PIM, DAM, MDM, PXM, or enterprise SaaS platform.

✔️A genuine curiosity to learn the product inside-out and sit hands-on in the platform with customers, translating their day-to-day challenges into the right way to do it in the platform.

✔️Customer Success experience: 5–8+ years in Customer Success, Solution Consulting, application/product support, or a customer-facing SaaS role where deep product knowledge was central to the job.

✔️Adoption mindset: Experience driving product adoption and measuring success through usage, KPIs, and value realization.

✔️Digital commerce/product data understanding: Solid grasp of product information management concepts (data models, taxonomy, enrichment, syndication, and workflows) or the aptitude to master them quickly.

✔️Communication & influence: Strong written and spoken English; able to present, teach, and influence at all levels of a customer organization.

✔️Organization & proactivity: Able to manage multiple accounts, track detail, follow up reliably, and take initiative in a fast-paced environment.

✔️Education: Bachelor’s degree - or equivalent practical experience.