Client Success Manager

📋 Description

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

• Develop and sustain collaborative success plans with your clients to establish a strategic roadmap that keeps them engaged and focused on achieving their objectives.

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

• Track feature adoption and usage for your portfolio, offering advice on best practices and the advantages of utilizing new features and functionalities.

• Enhance Gross Merchandise Value (GMV) by offering insights to broaden our network of international Marketplaces.

• Collaborate cross-functionally with other Client stakeholders such as Sales, Product, Managed Services, Support, and Implementation to guarantee 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 the development of client roadmaps.

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

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

• Experience with major CRM systems, with a preference for Salesforce or Gainsight.

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

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

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

• Proven ability to organize tasks, prioritize responsibilities, and handle multiple, changing priorities effectively.

• Exhibits a strong sense of curiosity and initiative, with the capacity for independent problem-solving, rapid learning of new concepts, and autonomous operation.

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

• Must display a highly collaborative mindset toward problem-solving in a fast-paced environment, projecting energy, self-assurance, enthusiasm, and a team-oriented attitude.

🏝️ Benefits

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

• A 6% 401(k) match.

• 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; after 3 years of service, PTO increases to 22 days, and to 25 days at 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 equivalent to 2x salary.

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

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

• Cultural and team-building activities.

• Tuition assistance.

• Opportunities for career development.

• Charitable contribution matching up to $250 per year.