Role: Customer Success Manager (CSM)
Type / Location: Full-Time / Remote (US)
Department: Customer Success
Reports to: Director of Customer Success
About Modus PlanningModus Planning is the leading demand planning and trade management platform built specifically for SMB and mid-market CPG brands. Our platform enables teams to build accurate bottoms-up forecasts at the Retailer → Customer DC → Product → Week level, seamlessly tying together trade promotion plans, baseline forecasts, seasonality, POS data, order management, and supply planning.
We’re the system that finally unifies Sales, Finance, Demand Planning, and Operations!
About the RoleWe are looking for a strategic, consultative Customer Success Manager who will partner with our CPG Brand Partners to ensure they achieve measurable ROI through Modus Planning. You will drive onboarding, adoption, data integrations, and account health, becoming the trusted advisor for both the day-to-day teams and the executive sponsors.
This role blends consulting, project management, demand planning expertise, data analysis, and customer advocacy. Ideal candidates come from CPG, trade planning, demand planning, or customer success in a technical SaaS environment.
What You’ll DoCustomer Value & Outcomes- Own customer outcomes across onboarding, adoption, and expansion
- Develop customer success plans driving forecast accuracy, trade visibility, and process improvement
- Drive measurable ROI: reduced forecast error, improved promo planning, better order alignment, and time savings.
Onboarding & Implementation- Lead end-to-end onboarding projects: data discovery, success criteria, project plans, and go-live readiness.
- Guide Customers’ Sales, Ops, and Finance teams through Modus Planning setup, including:
- Master data organization, ingestion, & integration
- Sales forecast refinement workflows
- Promotional Planner setup & maintenance
- Deductions management
- Performance analysis & reporting to empower Continuous Improvement
Product Expertise & Guidance- Act as product expert on S&OP, Sales & Demand planning, trade management, Deductions management, reporting, & dashboarding
- Own Brand Partner onboarding & training sessions - ensuring they use Modus to its full potential and maximum value quickly
Relationship Management- Build multi-threaded relationships across Sales, Supply Chain, Finance, & Executive sponsors
- Conduct forecast reviews, AOP Planning sessions, customer health assessments, and roadmap alignment sessions
- Manage escalations, risks, and customer expectations professionally and proactively
Cross-Functional Collaboration- Relay product feedback and customer insights to Product and Engineering
- Partner with Sales on renewals, expansions, and upsell opportunities
- Act as Voice of the Customer during roadmap development
- Work with Biz Ops to identify & deliver projects that improve the business and/or customer experience
What You BringRequired- 3 – 10 years in Customer Success, Demand Planning, Trade Management, or Supply Chain at a CPG brand or CPG SaaS company
- Strong understanding of CPG workflows (e.g., S&OP program, demand planning, POS actuals handling, promotional planning, trade reconciliation, distributor management, retailer forecasting)
- Comfort working with data: POS, depletions, inventories, distributor portals, GtM/RtM design, etc
- Excellent communication, consulting, and project management skills
- Ability to lead training sessions across Sales, Demand Planning, Finance, and Ops
- Ability to manage multiple accounts and complex workflows in parallel
Nice to Have- Experience with demand planning and/or TPM tools (Ideally Modus!)
- Strong Excel/Google Sheets data skills
- Basic SQL or data quality debugging experience
- Experience at a fast-growing SaaS startup
Why Modus Planning- Be part of the fastest-growing platform transforming how CPG brands plan and grow
- Work directly with the coolest, most innovative food & beverage, beauty, and wellness brands in the game
- Shape customer workflows, roadmap direction, and scaling processes
- Join a collaborative, high-ownership culture where customer value comes first
- Competitive salary, benefits, and the raddest team in the game
