Position Title: Manager I, Customer Operations, Revenue Recovery

Job ID: R-000135

Location: US AR Rogers Office

Posting Type: Full time

Description:

SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that's transforming the global retail supply chain!

Position Summary:

We are seeking a customer-focused, detail-oriented Manager of Customer Operations to lead the operational backbone of our Revenue Recovery Customer Success organization. This role is both externally impactful, ensuring a seamless, high-quality customer experience, and internally strategic, driving consistency, scalability, and operational excellence across Customer Success.

The Manager of Customer Operations, Revenue Recovery, will lead a team of Revenue Recovery Customer Operations Project Coordinators responsible for key processes, including new customer data onboarding, recovery audits, up-sell, cross-sell, renewals, and churn processing, as well as managing external-facing customer educational resources. This role also oversees Customer Success systems, processes, and documentation, maintains data integrity, and collaborates cross-functionally to continuously optimize operational efficiency and elevate the overall customer experience.

This role is ideal for a strong customer-focused leader who enjoys building structure, optimizing processes, and translating operational rigor into meaningful customer outcomes.

Key Responsibilities

• Lead and develop the Revenue Recovery Customer Operations team, fostering accountability, growth, and high performance.
• Oversee Revenue Recovery Customer Success operational workflows, ensuring timely, accurate, and customer-centric execution.
• Manage and optimize systems, tools, and data to support scalable, efficient operations.
• Drive process improvements, standardization, and documentation to enhance team efficiency and customer experience.
• Collaborate cross-functionally to align operations with organizational goals and deliver a seamless experience for customers.
• Manage customer-facing resources and communications, ensuring quality, relevance, and alignment to customer needs.
• Support training, enablement, and operational readiness for Customer Success team members.
• Plan and execute team programs and initiatives that drive operational excellence and customer impact.

Qualifications

• 3-5 years of experience in Customer Success, Operations, or a related customer-focused operations role.
• Strong understanding of Customer Success motions, including onboarding, renewals, churn, and lifecycle management.
• Hands-on experience administering CS platforms and CRMs (e.g., Vitally, Gainsight, Salesforce, or similar).
• Exceptional organizational, documentation, and process design skills.
• Strong cross-functional collaboration skills with the ability to influence without authority.
• Customer-first mindset with the ability to balance operational rigor and flexibility.
• People management experience and experience leading projects/cross-functional initiatives preferred, but not required.

What Success Looks Like

• Customer Operations runs smoothly, predictably, and at scale.
• CS leaders, CSMs, and AMs trust and rely on operational processes and data.
• Customers experience seamless onboarding, clear communication, and consistent execution.
• Systems are clean, well-governed, and enable meaningful insights.
• The Customer Operations team is engaged, developed, and delivering measurable impacts.

This role plays a critical part in enabling Customer Success to deliver value, drive retention, and create exceptional customer experiences at scale.

Location: 

This role follows a hybrid work model, with regular in-office presence required at our Rogers, AR office.

What We Offer:

At SPS Commerce, we are committed to ensuring that each employee's compensation reflects their unique experiences, performance, and skills in their role. The salary range for this role considers several factors, including education, relevant skills, work history, certifications, location, and more.

The annual salary range for this role is: 77,800.00 - 95,000.00 USD Annual. The actual salary offered will be determined based on the factors listed above and may fall anywhere within the range.

Additionally, you may also be eligible to participate in an annual incentive program. An incentive award, if granted, is based on individual and/or organizational performance.

SPS Commerce offers a comprehensive benefits package designed to support employees’ health, well-being, and financial security. Benefits are country-specific and aligned with local laws and market practices.

Commitment to our Employees:

At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.

We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Equal employment opportunity, including veterans and individuals with disabilities.

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