đź“Ť Narvar Hybrid Eligible locations: Atlanta, GA | Austin, TX | New York, NY | San Francisco, CA | London, UK | Bangalore, India | Tokyo, Japan 

Narvar is growing! We are hiring a Senior Strategic Customer Success Manager to help exceed client satisfaction and retention. You are a person who is self-motivated, scrappy, and willing to learn and take action. You get to partner with our amazing Customer Success Team. 

Our Senior Strategic Customer Success Managers empower top brands to reach their business objectives. In this role, you will own the success of the largest industry-leading brands on the Narvar platform by becoming a trusted advisor. You will develop collaborative and deep, multi-pronged relationships to drive strong user adoption and excellent retention rates for Narvar’s solutions, demonstrating value every step of the way.

You will deeply understand your customer’s business and use cases, advocating for the best use of the Narvar solution to address the desired outcomes. With enthusiasm and clarity, you will make data-driven recommendations to improve their customer experiences and drive ROI. Our clients include some of the most iconic brands in the world and they expect the highest level of professionalism and expertise.The Strategic Customer Success Manager position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills.

Day-to-day

  • Oversee the customer lifecycle to proactively drive satisfaction and retention, including owning the health and success of your customers from on-boarding through to renewal and expansion.
  • Become a Narvar and retail industry evangelist, sharing the importance of a seamless and easy post-purchase experience
  • Use exemplary relationship management to build deep and meaningful relationships across multiple teams within a retailer’s organization
  • Interact on a regular basis with each assigned customer portfolio to answer questions, address concerns, and understand their unique business challenges. 
  • Develop collateral and conduct regular business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, etc) 
  • Use data insights to track client health, and forecast and mitigate risk of churn
  • Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
  • Partner with sales counterparts to complete account plans to ensure renewal and expansion opportunities are identified  forecasted and actioned efficiently
  • Contribute to the scalability of the customer success team through documentation and process optimization
  • Recognize industry trends and provide feedback internally as appropriate. 
  • Resolve Customer and internal escalations in a timely manner. 
  • Track on-going operational metrics. 
  • Manages the contractual requirements and ensures that all outlined commitments are achieved.
  • Maintain an updated knowledge of Narvar software and services.
  • Build a trusted advisor relationship with assigned customers. 

What we're looking for

  • Minimum of 7-10 years experience as a Customer Success Manager (or similar) at a SaaS company and have worked with demanding large, strategic global accounts
  • Proven record of driving measurable customer outcomes and success with large, complex customers
  • Strong leadership, committed priority management and high emotional intelligence with the ability to compel customers and internal partners to act and hold them accountable to their commitments
  • Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail and a background of taking initiative!
  • Experience working with and influencing VP-level and C-Suite executives at large Fortune 100 corporations
  • Influence product, success, support, and sales teams to get things done
  • Excel in a fast-paced environment and have strong project management and communication skills
  • Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
  • Articulate the value proposition of a technology platform to meet client needs
  • Comfortable collaborating with both technical and business teams
  • Exceptional listening skills with the ability to ascertain unspoken needs. 
  • Critical thinking and problem-solving skills. 
  • Proven ability to negotiate complex renewal contracts in a SaaS environment 
  • Be comfortable in an ever-changing environment. 
  • Self-direction of day-to-day activities – collaborating with team members to share best practices and experiences. 
  • Previous start-up experience strongly preferred
  • BA/BS
  • Background in consulting, or similar 
  • Domain knowledge of retail, e-commerce, omnichannel, or supply chain/logistics is a strong plus
  • Experience in the healthcare industry is a plus!

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

#LI-SM1

#HybridUS

Below is the estimated annual salary for this position and does not include the other components that make up a Narvar offer including: annual bonus, equity, and benefits.
The range reflects the minimum and maximum target for new hire salaries for the position across the US. Within the range, individual compensation packages are based on factors unique to each candidate, including but not limited to, skill set, education and certifications, and work location. 
Narvar Pay Range
$145,000$165,000 USD

Please read our Privacy Policy to learn what personal information we collect in connection with your job application, and how we may use and share it. 

Apply for this Job

* Required

resume chosen  
(File types: pdf, doc, docx, txt, rtf)
cover_letter chosen  
(File types: pdf, doc, docx, txt, rtf)
When autocomplete results are available use up and down arrows to review
+ Add another education


Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Narvar’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.


Please reach out to our support team via our help center.
Please complete the reCAPTCHA above.