Client Success Manager

📋 Description

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

• Develop and sustain joint success strategies for clients to establish a shared roadmap that keeps them engaged and focused on achieving their goals.

• Comprehend how clients utilize the platform and enhance product listing success through a combination of retailer client training and enablement.

• Track feature adoption and usage for your portfolio and provide guidance on best practices, as well as the features, functions, and benefits of utilizing new tools.

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

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

⛳️ Requirements

• A minimum of 2 years of 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 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 major CRM systems, with a preference for Salesforce or Gainsight.

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

• Outstanding interpersonal abilities and effective communication skills across various team roles (e.g., sales personnel, technical engineers, resource managers) and career levels (e.g., executives, peers, junior staff).

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

• Capacity to organize tasks, prioritize work, and manage multiple shifting priorities.

• Exhibits strong curiosity and initiative, capable of independent problem-solving, rapid learning of new concepts, and operating autonomously.

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

• Must display a collaborative approach to problem-solving in a fast-paced setting and project energy, self-confidence, enthusiasm, and a team-oriented attitude.

🏝️ Benefits

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

• A 6% 401(k) matching program.

• A competitive time-off package that includes 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 to 25 days after 5 years.

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

• Insurance options for accidents, critical illness, and hospital indemnity.

• Pet insurance available.

• Legal assistance and identity theft insurance plans offered.

• Life insurance coverage of 2 times the salary.

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

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

• Opportunities for culture and team-building activities.

• Tuition assistance provided.

• Career development opportunities available.

• Charitable contribution matching up to $250 per year.