Client Success Manager

📋 Description

• Cultivate and manage vital relationships with existing Retailer Clients, gaining insight into their objectives and defining what success looks like for ongoing programs.

• Develop and uphold collaborative success plans for your clients, aligning on a strategic roadmap to maintain Client engagement and focus on achieving their goals.

• Assess your client’s use of the platform and promote product listing success through a blend of retailer client training and enablement initiatives.

• Track feature adoption and usage for your portfolio of clients, providing guidance on best practices as well as the advantages and functionalities of utilizing new features.

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

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

⛳️ Requirements

• A minimum of 2 years of client success or account management experience in a SaaS context, emphasizing strategic account planning and client roadmap formulation.

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

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

• Experience with a major CRM system, preferably Salesforce or Gainsight.

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

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

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

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

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

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

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

🏝️ Benefits

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

• A 6% 401(k) match.

• Competitive time-off package offering 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 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.

• Legal assistance and identity theft insurance plans.

• Life insurance at 2x salary.

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

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

• Cultural and team-building activities.

• Tuition assistance.

• Opportunities for career development.

• Charitable contribution match up to $250 per year.