Client Success Manager

📋 Description

• Cultivate and manage essential relationships with existing Retailer Clients, ensuring a clear understanding of their objectives and defining what success looks like for ongoing programs.

• Develop and sustain collaborative success plans for your clients to outline a strategic roadmap, ensuring their engagement and focus on achieving their goals.

• Gain insight into your client’s platform utilization and enhance product listing performance through a well-balanced approach of retailer client training and empowerment.

• Track feature adoption and usage across your client portfolio, providing advice on best practices, as well as the features, functions, and benefits of new tools.

• Propel Gross Merchandise Value (GMV) by offering recommendations to broaden our global Marketplace network.

• Collaborate cross-functionally with various Client stakeholders including 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 setting, emphasizing strategic account planning and client roadmap development.

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

• Proficient in utilizing AI tools such as chat-based assistants, summarization tools, and reporting copilots to aid daily tasks.

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

• Ability to analyze reports and compare analytics, with experience in tools like Looker and PowerBI being advantageous.

• Outstanding interpersonal skills with the capacity to communicate effectively across all team roles (e.g., sales personnel, technical engineers, resource managers, etc.) and various career levels (e.g., executives, peers, junior staff, etc.).

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

• Capability to organize tasks, prioritize workloads, and manage multiple shifting priorities.

• Exhibits strong curiosity and initiative, demonstrating the ability to independently solve problems, quickly learn new concepts, and work autonomously.

• Proven attention to detail and a commitment to delivering high-quality work, with a significant focus on both internal and external Client satisfaction.

• A collaborative approach to problem-solving in a fast-paced environment, exuding energy, self-confidence, enthusiasm, and a team-oriented attitude.

🏝️ Benefits

• Medical, dental, and vision coverage: Affordable healthcare plans with 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 options.

• Legal assistance and identity theft insurance plans.

• Life insurance coverage equivalent to 2x salary.

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

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

• Engaging culture and team-building activities.

• Tuition assistance for further education.

• Opportunities for career development.

• Charitable contribution matching up to $250 per year.