Client Success Manager

This is a fully remote position, open to applicants in North Carolina.

📋 Description

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

• Develop and sustain collaborative success plans for clients, ensuring alignment on a strategic roadmap that keeps Clients engaged and focused on achieving their goals.

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

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

• Enhance 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 ensure a seamless Client experience.

⛳️ Requirements

• Minimum of 2 years in client success or account management within a SaaS environment, focusing on strategic account planning and client roadmap creation.

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

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

• Familiarity with major CRM platforms, preferably Salesforce or Gainsight.

• Ability to analyze reports and compare analytics; experience with tools like Looker and PowerBI is preferred.

• Outstanding interpersonal skills with the capability to effectively communicate 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, alongside effective presentation abilities.

• Competence in organizing work, prioritizing tasks, and managing multiple and evolving priorities.

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

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

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

🏝️ Benefits

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

• A 6% 401(k) matching contribution.

• 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 to 25 days after 5 years.

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

• Insurance options including accident, critical illness, and hospital indemnity coverage.

• Pet insurance available.

• Legal assistance and identity theft insurance plans provided.

• Life insurance coverage of 2x 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 offered.

• Career development opportunities available.

• Charitable contribution matching up to $250 per year.