Customer Success Manager - Retail / FMCG SaaS

At ShopGrok, our mission is to help retailers and brands stay competitive with world-class data and insights. As a Customer Success Manager , you’ll be the main point of contact for our customers, ensuring they gain maximum value from our platform. You’ll work closely with our product, data, and engineering teams to deliver a seamless experience, driving retention and growth across our customer base.

This is a hands-on role where you’ll be involved in every stage of the customer journey — from onboarding and training through to ongoing account management and insights delivery. You’ll also contribute to the way we engage with customers as we scale, including initiatives to track customer satisfaction and the development of training content and documentation.

Requirements

Core Responsibilities

• Act as the primary point of contact for customer accounts, building strong, trusted relationships.
• Attend regular customer calls to support, guide, and ensure alignment on outcomes.
• Manage onboarding for new customers, including training sessions and setup.
• Deliver insights and analytics in a way that’s actionable and tailored to each customer, including the creation of slides and reports in PowerPoint.
• Identify and escalate product or data issues to our development and data engineering teams.
• Create and maintain clear documentation, including onboarding emails, training materials, and help guides.
• Use our core toolset — HubSpot (CRM), Slack (communication), and Tableau (dashboard delivery and usage analytics) — while helping us expand customer usage metrics and shape how we track adoption.

Strategic Responsibilities

Key Metrics

Your success in this role will be measured by :

Requirements

Bonus points for :

Benefits