Enterprise Customer Success Manager

Unique opportunity with a rapidly expanding customer engagement technology leader

Sparkfly helps marketers create lasting relationships with their customers by helping them understand customer engagement on a 1:1 level. Through Sparkfly's Offer Management and Loyalty technology, marketers gain insight into the revenue-linked performance of their campaigns via actual customer behaviors. Our SaaS platform enables marketers to create data-driven customer engagement strategies that are proven to attract and retain customers and drive revenue growth for their businesses. We are actively expanding our product lines, including new media advertising solutions for new customer acquisition, giving our clients an even broader set of tools to grow their business. To learn more about Sparkfly, visit .

We are currently seeking a strategic, client-focused Customer Success Manager with proven experience partnering with marketing and technology teams at enterprise Restaurant, Retail, or C-Store Brands. The ideal candidate will excel at building trusted advisor relationships with clients, demonstrating exceptional relationship management abilities and a passion for driving measurable business outcomes — including identifying and closing opportunities to expand the client's use of the Sparkfly platform. This position reports to the Director of Customer Success. The role can be located anywhere in the continental United States. Travel will be required but is limited to strategic client meetings.

Responsibilities

Serve as the primary strategic advisor and relationship owner for assigned clients, ensuring their success and satisfaction with the Sparkfly platform
Build and maintain trusted advisor relationships with marketing leaders, technology stakeholders, and operations teams at multi-unit Restaurant, Retail, and C-Store brands
Act as a strategic consultant to help clients maximize the value of the Sparkfly platform, proactively identifying opportunities to improve performance, increase adoption, solve business challenges, and achieve greater ROI
Own upsell and cross-sell as a core part of the role: build and execute account growth plans that map a client's business goals to relevant Sparkfly products and services
Own expansion opportunities end-to-end, from identifying the initial business need and developing the opportunity through building the business case, coordinating internal resources, presenting the solution, negotiating, and closing the sale
Lead executive-level business reviews to demonstrate ROI, showcase platform capabilities, and align on strategic roadmap
Develop and maintain expert-level knowledge of Sparkfly's platform, products, strategic services, and market differentiators
Serve as the go-to expert on each client's specific projects and configurations, fielding training-related questions on offer setup and functionality directly, and partnering with Support — Sparkfly's technical arm — on issues requiring deeper technical troubleshooting
Advocate for client needs internally, ensuring Product and Technology teams have the latest insights to inform platform development
Monitor client health metrics, usage patterns, and campaign performance to proactively address risks and drive adoption
Maintain and leverage client tracking systems for account management, renewal forecasting, and expansion pipeline development
Build and leverage collaborative relationships across Sales, Marketing, Client Service, and Technology teams
Continuously identify ways to improve the customer experience, strengthen client relationships, increase customer value, and improve the effectiveness of the Customer Success organization
Lead renewal conversations and negotiations, including non-standard renewal structures, term lengths, pricing arrangements, payment schedules, amendments, and other commercial considerations, in partnership with internal stakeholders as appropriate

Requirements & Qualifications

Minimum 3-5 years of customer success, account management, or client services experience in marketing SaaS or technology solutions, preferably serving multi-unit Restaurant, Retail, or C-Store industries
Proven track record of managing enterprise client relationships and driving retention and expansion
Demonstrated success identifying, building, and closing upsell/cross-sell opportunities within existing accounts
Experienced at owning commercial conversations, discussing pricing and business value, and guiding clients through the decision-making process
Comfortable operating in a fast-paced environment where priorities can shift and the CSM is expected to exercise sound judgment rather than rely solely on defined processes
Demonstrated curiosity and a commitment to continuous learning, both about the Sparkfly platform and the industries and businesses we serve
Demonstrated ability to act as a trusted advisor and strategic partner to marketing and technology leaders
Strong business acumen with ability to translate technical capabilities into business outcomes
Excellent client-facing communication and presentation skills, comfortable engaging with senior stakeholders
Proven success navigating complex client organizations and building relationships across departments
Strong analytical skills with ability to interpret campaign data and provide actionable insights
Experience with CRM and customer success platforms
Superior written and verbal communication skills
Excellent time management skills and proven ability to juggle multiple priorities and deadlines
Strong critical thinking and problem-solving abilities
Strong attention to detail
Professional, high-integrity, reliable, organized, proactive, and results-oriented
Must be open to learning from others and continuously improving client outcomes
Be a team player! We value our honest, respectful, collaborative, and team-oriented culture
Must be legally eligible to work in the US
Accommodate a flexible schedule. Our standard office hours are 8:30 – 5 PM EST Monday through Friday. Occasional evening or weekend work may be required to support client needs, though this is infrequent.

Benefits

Sparkfly is committed to supporting the well-being and success of our team. We offer a comprehensive benefits package that includes:

Health Coverage: High-quality medical, dental, and vision plans for you and your family at a reduced employee rate.
401(k) with Company Contribution: Helping you plan and invest in your long-term financial future.
Supplemental Life Insurance: Additional coverage to give you and your loved ones peace of mind.
Generous Paid Time Off: 20 days of PTO annually, plus federal and company holidays.

We're proud to offer benefits that help our team thrive, inside and outside of work.

About Sparkfly

Sparkfly is a technology company that provides digital marketing solutions, focusing on creating and managing customer engagement and loyalty programs for brands such as Chipotle, Texas Roadhouse, Shake Shack, First Watch, Bojangles, and more. We offer a platform that enables businesses to deliver personalized offers, track customer interactions in real-time, and analyze campaign effectiveness. Our services are designed to help companies enhance customer experiences, increase sales, and improve marketing ROI through better data insights and targeted promotions. Our platform integrates with a vast network of point-of-sale systems and digital marketing channels, allowing seamless execution of marketing strategies.

We believe in working together with our customers, seeking solutions that make their businesses better. We don't consider ourselves a run-of-the-mill "tech solutions provider." We're problem solvers with unique experience, knowledge and answers, focused on making digital marketing work in the real world.

Our approach starts with our turnkey, patent-protected, technology platform that integrates directly with a merchant's Point of Sale system, connecting the digital and physical marketing worlds in real-time. Our success is driven by a great team that focuses on customer satisfaction and return on investment.

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Enterprise Customer Success Manager