Client Success Manager

📋 Description

• Oversee essential relationships with existing Retailer Clients, gaining a clear understanding of their objectives and defining what success entails for current initiatives.

• Develop and uphold collaborative success plans for clients to ensure alignment on a roadmap that keeps them engaged and focused on achieving their goals.

• Assess client utilization of the platform and promote successful product listings through a balanced approach of retailer client training and enablement.

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

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

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

⛳️ Requirements

• Minimum of 2 years of experience in client success or account management within a SaaS environment, with an emphasis on strategic account planning and client roadmap development.

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

• Proficient in using AI tools such as chat-based assistants, summarization tools, and reporting copilots to enhance daily operations.

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

• Capability to interpret reports and analyze analytics, with experience in tools like Looker and PowerBI being preferred.

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

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

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

• Exhibits strong curiosity and initiative, capable of independently solving problems, quickly learning new concepts, and working autonomously.

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

• Must show 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 coverage: Affordable healthcare plans and company HSA contributions starting on Day 1.

• A 6% 401(k) matching program.

• 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.

• Coverage for accident, critical illness, and hospital indemnity insurance.

• Pet insurance available.

• Legal assistance and identity theft insurance plans offered.

• Life insurance equivalent to 2x salary.

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

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

• Opportunities for culture-building and team activities.

• Tuition assistance provided.

• Career development opportunities available.

• Charitable contribution matching up to $250 per year.