Client Success Manager

📋 Description

• Oversee essential relationships with existing Retailer Clients, gaining insight into their objectives and defining success for ongoing programs.

• Develop and sustain collaborative success plans for your clients, aligning on a pathway to success that keeps Clients engaged and focused on achieving their objectives.

• Comprehend your client’s usage of the platform and enhance product listing success through a combination of retailer client training and empowerment.

• Track feature adoption and usage within your portfolio and provide guidance on best practices and the advantages of utilizing new features.

• Propel Gross Merchandise Value (GMV) by offering suggestions to broaden our network of global Marketplaces.

• Collaborate cross-functionally with other Client stakeholders such as Sales, Product, Managed Services, Support, and Implementation to guarantee a seamless Client experience.

⛳️ Requirements

• Minimum of 2 years’ experience in client success or account management within a SaaS environment, emphasizing strategic account planning and client roadmap formulation.

• Previous experience in SaaS or technology, particularly in supporting brands, retailers, or marketplace businesses is preferred.

• Proficient in utilizing AI tools like chat-based assistants, summarization tools, and reporting copilots to facilitate daily tasks.

• Familiarity with a major CRM tool, preferably Salesforce or Gainsight.

• Ability to analyze reports and compare analytics, with experience using tools such as Looker and PowerBI preferred.

• Outstanding interpersonal skills and the capacity to communicate effectively with all roles (e.g., sales personnel, technical engineers, resource managers, etc.) and levels of experience (e.g., executives, peers, junior-level staff, etc.).

• Strong written and verbal communication skills, along with excellent presentation abilities.

• Capable of organizing work, prioritizing tasks, and managing multiple and evolving priorities.

• Exhibits strong curiosity and initiative, with the capacity to independently solve problems, quickly learn new concepts, and operate autonomously.

• Proven attention to detail and dedication to high-quality work, with a strong emphasis on both internal and external Client satisfaction.

• Must showcase a highly collaborative approach to problem-solving in a dynamic environment while projecting energy, self-confidence, enthusiasm, and a team-oriented mindset.

🏝️ Benefits

• Medical, dental, and vision benefits: Affordable healthcare plans and company HSA contributions starting on Day 1.

• A 6% 401(k) match.

• Competitive time off package including 20 days of Paid Time Off, 9 Company-Paid holidays, 2 paid floating holidays, 7 paid sick days, 2 Wellness days, and 1 Paid Volunteer Day; PTO increases to 22 days after 3 years of service and 25 days after 5 years.

• 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave.

• Accident, critical illness, and hospital indemnity insurance.

• Pet insurance.

• Legal assistance and identity theft insurance plans.

• Life insurance at 2x salary.

• Access to the Calm app and the Employee Assistance Program.

• $65/month Remote work stipend for internet expenses.

• Culture and team-building activities.

• Tuition assistance.

• Opportunities for career development.

• Charitable contribution match up to $250 per year.