About Spoiler Alert

Spoiler Alert is a fast-growing Series A SaaS company on a mission to expand consumer access to affordable, everyday essentials by unlocking the value in surplus inventory. We've powered the sale of over $5 billion of inventory from leading CPG brands like Unilever, Kraft Heinz, and Mondelez into value channels - recovering value for brands, reducing waste, and creating savings for consumers.

We're building the marketplace infrastructure to transform CPG surplus into opportunity for retailers to meet consumer demand at scale. We’re seeking a proactive, analytical Enterprise Customer Success Manager to partner with Enterprise customers and drive measurable outcomes post-sale.

The Opportunity

In this hands-on and data-driven Enterprise Customer Success Manager role, you will partner with customers to build scalable, high-value liquidation programs and cultivate strong relationships with core users and program champions to drive long term success and satisfaction. For your portfolio of customers, you will lead onboardings and drive program performance through best practices, analytic insights, and strong platform adoption. As the operational owner and program driver, your mission will be driving and sustaining best-in-class program results, as measured by transaction volume and sell-through rate. You will partner with our commercial function, via the Sales Executive, Solution Engineer, and eventual Account Manager, who own the commercial relationship. You will also collaborate cross-functionally with Buyer Operations, Support, Data, Product, and Marketing.

Reporting to the VP of Customer Operations, the ideal candidate thrives in a fast-paced, mission-driven environment and is passionate about using technology and analytics to reduce waste and increase access to affordable essentials.

Responsibilities

• Own operational execution and program success for a portfolio of 10–20 customers, serving as the primary post-sale point of contact
• Drive platform adoption, transaction liquidity, and achievement of customer KPIs to deliver measurable ROI
• Translate customer goals into scalable operational workflows within the Spoiler Alert platform often collaborating on change-management planning
• Lead customer onboardings in collaboration with our onboarding and support teams, including training and post go-live hypercare support with the goal of maximized platform adoption and self-sufficiency
• Proactively set and monitor key performance metrics and collaborate with our data team on novel analyses to identify risks and growth opportunities
• Assess customer health in partnership with the Account Manager and develop operational account strategy plans focused on program value delivery, product adoption, risk mitigation, and key stakeholder engagement
• Act as the voice of the customer internally, collaborating closely with teams to provide key insights, flag product enhancement opportunities, and represent customer interest
• Contribute to team scalability through documentation, playbooks, and process optimization

Qualifications

• 4+ years of experience in Enterprise Customer Success, Customer Operations, or other customer-facing roles within a B2B SaaS, technology, or consulting environment
• Experience managing multiple customer workflows and maintaining outcome-driven, high-value customer partnerships
• Experience working with large data sets to extract insights, drive decisions, and report on performance
• Familiarity with CPG, grocery retail, wholesale/distribution, or supply chain operations (manufacturing, logistics, or technology) preferred
• Experience in startup or scale-up SaaS environments preferred
• Exposure to enterprise software, analytics, or business intelligence solutions preferred

Attributes & Skills

• Organized Project Manager - must have strong project management and organizational skills, with a proven ability to manage multiple concurrent customer initiatives and priorities while driving cross-functional alignment and execution
• Clear Communication - exceptional interpersonal and written communication skills, with the ability to build trusted relationships with customers and internal stakeholders and create polished, professional-quality presentations and decks
• Collaborative and Accountable - this is an independent role that is trusted to do the task at hand and productively collaborate with many internal and external teams
• Resilient Problem-Solver - naturally curious to learn more, ideate and test possible solutions, proactively seeks feedback, and quickly rebounds from setbacks
• Analytical Mindset - comfortable interpreting performance data via intermediate analytical skills (experience with pivot table, excel formulas, data visualizations), surfacing nuanced insights, and constructing compelling, data-driven narratives.
• Adaptable & Tech-Forward - ability to persevere through challenging situations, adapt, quickly learn new technologies and strong experience with business productivity tools (G Suite, CRM systems, Slack, Zoom)

Benefits

Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees. Employee benefits include the following:

• Remote-first environment, with co-working access for locals in BOS, NYC, & DEN
• Competitive salary and stock option packages
• Subsidized health, dental, and vision insurance plans
• Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options
• 12-16 weeks of paid parental leave + flex return to work
• 15+ company holidays, including an "End of Year Reset Week"
• 20 vacation days and 10 sick days per year
• Focus Fridays (no meetings after 1PM local)
• Summer Fridays (1/2 day)
• Paid volunteer outings and civic engagement leave
• Annual flex funds for remote work needs, learning & development, and socializing with colleagues
• Company-sponsored $500 FSA contribution
• The salary range for this role is $98,000-105,000, determined by level of experience and expertise - not a negotiation range.

We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.

Please note that applicants should be authorized to work in the United States. Though we are interested in every qualified candidate, we are unable to offer visa sponsorship at this time.