Customer Success Manager

About this role

Vividly is the leading modern trade promotion management (TPM) solution built by and for the consumer packaged goods industry. From campaign creation to deductions management and promotion measurement, we help brands manage every element of trade spend. With our easy-to-use platform and industry-leading experience, we pride ourselves on our ability to bring businesses to the next level. Not familiar with trade promotion spend? That’s OK. Most people aren’t. It’s an $8 trillion dollar problem that is ripe for disruption by an innovative SaaS startup. In order to grow, consumer packaged goods (CPG) brands spend 20% of their topline revenue to get into retailers and promote their products within those retailers. The problem is that today 70% of those promotions are not ROI positive. This is because ROI is hard to track. The industry operates on emails, pdfs, and xls spreadsheets. At Vividly , we’re solving this massive problem with exciting tactics including AI, Machine Learning, and Fintech and adding value to everyone in the chain. Some of our customers include brands you may use and love - Liquid Death, Amy’s, and Perfect Snacks. We Are Looking for a Customer Success Manager Who Thinks Strategically, Communicates Exceptionally, and Puts Customers First We are seeking a sharp, driven, and deeply customer-focused professional with experience in CPG trade management to join our Customer Success team. This is not a support role. It is a strategic partnership role. You will own the outcomes of the accounts you manage, proactively guiding customers toward measurable business value and deeper adoption of the Vividly platform. If you are a self-starter who leads with curiosity, communicates with clarity and confidence, and knows how to turn data into insights and insights into action, you will thrive here. We need someone who has lived on the front lines of Small to Midsize Business (SMB) Trade, someone who understands the complexity of trade spend and can translate that expertise into transformational customer partnerships. Key Responsibilities and Impact Lead with strategy, not just service . Build deep, trusted relationships with customers by acting as a proactive strategic advisor, not a reactive problem-solver. Guide customers toward their goals before they know they need guidance. Apply critical thinking to every account. Analyze customer usage patterns, platform data, and business context to identify adoption gaps, risks, and growth opportunities. Translate what you see into clear recommendations and action plans that drive measurable outcomes. Communicate with precision and purpose . Own every customer interaction, written, verbal, and in-meeting, with the clarity and confidence of someone who respects the customer's time and leads conversations with intention. This means clear agendas, concise follow-ups, and proactive outreach that adds value before customers ask for it. Champion the customer's success internally. Serve as the voice of your customers across product, sales, and marketing. Surface feedback, patterns, and risks with the evidence to back them up. Advocate for improvements that create better outcomes across the entire customer base. Drive platform adoption and user expansion. Don't just onboard; embed. Identify underutilized features, low-adoption users, and untapped teams within your accounts. Design enablement strategies that scale beyond one-on-one training and create organizational dependency on the Vividly platform. Multi-thread your accounts. Build relationships across each organization, not just with your primary contact. Identify champions, executive sponsors, power users, and operational stakeholders. Proactively protect against single points of failure. Collaborate cross-functionally with structure. Partner with specialists, product, and sales teams to build repeatable, well-documented customer success playbooks. Every customer should have a clear success plan, defined milestones, and documented outcome

Skills and categories