Job#: 3053853
Job Description:
Enterprise Customer Success Manager
overview
Our client, are looking to add to an Enterprise Customer Success Manager, specializing in the client's product, to help support and grow the client's product deployments. The right person for this role is scrappy and resourceful - someone who doesn’t wait for a perfect playbook but builds one. They are naturally curious about how things work, both on the product side and inside a retailer’s operations, and they approach every problem with a genuine drive to solve it. Most importantly, they treat their retailers’ success as their own: when a retailer wins, they win. In this role, you will have responsibilities including, but not limited to, providing proactive and strategic guidance on optimal usage of the client's product offerings, serving as the internal voice of the retailer, cross-functional internal coordination of retailer requests/initiatives, and assisting with the development of the customer success processes, metrics and engagement strategies throughout the customer lifecycle.
About The Job
- Develop and lead the onboarding, adoption, and scaling strategy for a portfolio of retail partners leveraging the client's product
- Collaborate with Business Development, Enterprise Solutions and Product teams to execute on and help create playbooks, data points, tools and resources to educate and encourage the adoption and scaling of the client's product usage on the platform
- Be a subject matter expert on client's product order management capabilities and how they interact with and augment our client's other enterprise offerings, and provide consultative services to internal and external audiences to educate on best practices and tactics for optimal success on the platform
- Help develop partner-facing collateral and lead presentations to external audiences to evangelize the client's product offerings, including demonstrations of the suite of enterprise products and services
- Establish a deep understanding of our client's business operations, including internal processes, functional group strategies, and competitive landscape context
- Engage, educate, collaborate, and problem solve with internal and external partners at all levels of the organization
YOUR DAY TO DAY
Strategic Planning
- For each retailer in your portfolio, develop a deep understanding of their business goals, strategies, and initiatives, and advise on how the client's product offerings play a role in those initiatives
- Evangelize the client's product value proposition
- Build and maintain strong relationships across multiple internal and external client stakeholders
- Manage senior level (VP/Director) client relationships in partnership with the Account Management team
Analytical Support
- Develop, advise and monitor retailer metrics and KPIs, leveraging these insights to drive business results and to understand how the client's product are performing for retailers
Product Knowledge
- Develop and maintain deep expertise across all the client's product modules - including order management, menu and catalog configuration, production workflows, fulfillment, and reporting - and proactively identify ways retailers can leverage the platform to grow their prepared foods, deli, bakery, catering, and floral businesses
- Provide expert consultation to clients on the client's product configuration and optimization, including:
- Menu and catalog setup: advising retailers on how to structure product offerings, lead times, order windows, and customization options to maximize conversion and minimize production errors
- Production workflow optimization: helping department managers use client's product production views and routing tools to reduce manual steps and improve fulfillment accuracy
- Seasonal and high-volume planning: guiding retailers through configuring the client's product for peak demand periods (holidays)
- Integration guidance: advising on how the client's product connects with retailer systems, our client's storefront, and other enterprise tools to create a seamless end-to-end order experience
- Staying current on new client's product feature releases, deeply understanding what’s changing and why, and proactively translating that knowledge into concrete, timely recommendations for retailers on how to take advantage of new capabilities
- Serving as a feedback loop between retailers and the client's product team - capturing use cases, pain points, and feature requests and translating them into actionable product insights
About You
- 5+ years previous Customer Success or other relevant experience
- Prior experience should focus on enterprise and / or SaaS
- Strong project/program management skills
- Technical acumen to allow effective articulation of our client's Enterprise capabilities & offerings highly preferred
- Experience with food service, deli, prepared foods, or catering operations highly preferred
- Experience with grocery, operations, or logistics highly preferred
- Excellent communication skills with the ability to distill complex issues
- Comfort with large data sets and ability to extract business insights from analysis
- Comfort with ambiguity and a rapidly evolving business landscape
- Solid stakeholder management skills, both for internal and external stakeholders
- Quick communication response times
- Ability to manage across functions and present to leadership
- Scrappy and resourceful - you don’t wait for a perfect playbook; you build one. You’re comfortable operating in ambiguity, finding a path forward even when the answer isn’t obvious, and iterating quickly when something isn’t working
- Naturally curious about how things work - you ask “why” and “how” before jumping to solutions. You want to understand the product deeply, get under the hood of a retailer’s operations, and figure out what’s really driving a problem before you try to fix it
- You treat retailer success as your own success. You’re not just managing accounts - you’re personally invested in the outcomes. When a retailer hits a milestone, launches a new department, or grows their order volume, you feel it. That ownership shows up in how you prioritize, how you communicate, and how you show up for your retailers every day
- Positive, energetic, and influential relationship builder
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.
Everforth Apex Benefits Overview: In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA.
© 2026 Everforth, Inc. All rights reserved.
Everforth Apex Systems is part of the Commercial Segment of Everforth, Inc.
NYSE: EFOR
4400 Cox Road
Suite 200
Glen Allen, Virginia 23060
Everforth Apex is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. (Do not submit resumes or solicit consultants to this email address). UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex.
