Customer Success Manager Onsite
New Jersey
Client Services – Client Success /
Full Time (Hybrid) /
Hybrid
Swiftly is a retail digital technology startup founded in 2018 and headquartered in the Bay Area. We empower regional and independent grocers to compete in a digital-first world by providing best-in-class app, web, loyalty, and e-commerce solutions—without SaaS fees. Instead, Swiftly drives revenue through its retail media network, sharing profits with retailer partners.
With 70+ retailer banners and Series C funding, Swiftly is the first in the industry to seamlessly connect digital and in-store shopping. Our AI-powered platform helps retailers build strong digital relationships, while our solutions—Audience Optimizer™, Alcohol Cashback, and Offsite Campaigns—drive shopper engagement and brand success.
Our mission: Enable brick-and-mortar retailers to thrive in a digital world.
Position Summary:
Swiftly is searching for a Customer Success Manager (CSM) that will serve as a trusted advisor to clients, drive adoption and value realization of our advertising solutions. The CSM will own a portfolio of key accounts, ensuring high levels of satisfaction, retention, and growth. This role requires a strong understanding of digital media, account management best practices, and a passion for helping customers achieve measurable business outcomes. This is a hybrid role that requires the CSM to be onsite at least 3X a week in Matawan, New Jersey.
Responsibilities Include:
- Act as the quarterback for a portfolio of retailers client's post-sale, ensuring a seamless customer experience. Onsite with key customer account at a minimum of 3x per week in Matawan, New Jersey
- Develop a deep understanding of client goals, campaign objectives, and success metrics to deliver tailored solutions
- Assist in the creation and targeting of Digital Offers on behalf of key retailer. Streamline prioritization and assistance with merchants
- Spearhead and monitor business outcomes to program goals, driving monthly active users across the Swiftly product suite
- Drive CPG leads and coordinate best practices session for the CPG sales team
- Drive onboarding, training, and adoption of Swiftly products and platforms
- Monitor account health and campaign performance to proactively address issues, mitigate churn risk, and identify growth opportunities
- Partner with Sales and Product teams to support renewals, upsells, and cross-sells
- Lead regular business reviews, providing insights, reporting on KPIs, and sharing recommendations for optimization
- Advocate for customer needs internally and influence product roadmap with client feedback
- Maintain accurate records of customer interactions, success plans, and activities in CRM systems (e.g., Salesforce), VOC feedback via JIRA, and manage escalations with support
- Other duties as assigned
Required Qualifications:
- 5-7 years of experience in Customer Success, Account Management, or Digital Advertising
- Experience in convenience or grocery
- Strong knowledge of advertising platforms, campaign management, or retail media ecosystems
- Excellent communication, relationship-building, and consultative selling skills
- Analytical mindset with ability to interpret data and make actionable recommendations
- Proficiency with CRM tools (Salesforce, HubSpot) and data visualization platforms
- Bachelor’s degree in Business, Marketing, Communications, or related field
- Excellent organizational skills and passion for delivering quality, on-time work
- Affinity toward problem-solving with the ability to handle unexpected and difficult situations
- Experience in Retail, AdTech, or SaaS environments
- Familiarity with programmatic advertising and media performance analytics
- Ability to work cross-functionally in a fast-paced, evolving environment
- Must be authorized to work in the United States without the need for current or future visa sponsorship
$120,000 - $130,000 a year
The salary range is based on the candidates experience as it relates to the role.
Note: We are unable to sponsor or take over sponsorship of employment visas at this time.
Working For Swiftly
We are working on a set of problems that require the best in the industry to get right. Our employees are the pillars of the future of the company and they are treated and compensated as such. We're a growing team of experienced industry professionals building an organization that can solve tough problems and values a collaborative environment.
Every Swiftly employee:
-Has demonstrated the ability to work collaboratively in an ambiguous, fast-paced environment
-Takes ownership of their domain from the ground up, from inception through deployment to customers
-Leaves their ego at the door and ensures the best idea leaves the room
-Is always experimenting with new technologies and learning new skillsets
If you've ever wanted to work on a project that blends a gorgeous consumer experience, sophisticated logistics, and scale that rivals the largest technology players, Swiftly is the place for you.
Equal Opportunity Employer
Swiftly is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.
Swiftly will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available for qualified individuals with disabilities throughout the subsequent application process.
