Client Success Manager, eCommerce

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the client relationship.

• Act as the main point of contact for a diverse portfolio of SMB, mid-market, enterprise, and agency clients.

• Oversee the onboarding process, ensuring a seamless transition from Sales to Client Success and a rapid time-to-value.

• Educate clients on the ProductWind platform and best practices for workflow.

• Establish trusted advisor relationships with key stakeholders, impacting strategic decisions across the account.

• Collaborate with internal execution teams to guide campaign strategies, ensuring alignment with client objectives and optimal platform performance.

• Proactively assess account health and campaign effectiveness to discover optimization opportunities.

• Offer strategic insights that empower clients to become champions of the platform and experts in the product.

• Promote testing of all available solutions to maximize value and drive credit consumption towards burn-down targets.

• Convert performance data into clear, actionable insights for clients.

• Manage the complete renewal process for your portfolio, including forecasting, negotiation, and timely closure.

• Identify upsell, cross-sell, and expansion opportunities proactively and guide them to closure.

• Develop and present growth proposals linked to client business objectives and measurable ROI.

• Monitor Gross Revenue Retention (GRR) and expansion pipeline as key metrics alongside campaign performance.

• Actively address engagement risks, uphold account health, and own recovery plans when accounts are at risk.

• Collaborate with Operations, Sales, and Product teams to share customer insights and drive product innovation.

• Serve as the internal voice of the customer, advocating for features and improvements that enhance client outcomes.

⛳️ Requirements

• Minimum of 3 years in client success, account management, or eCommerce campaign management.

• Established track record of managing a book of business against commercial targets, such as renewals quotas, GRR goals, or expansion ARR.

• Comfort with commercial discussions, including discovery, business case development, pricing, and contract negotiation.

• Practical experience with Amazon and other marketplaces (Target and Walmart preferred).

• Knowledge of eCommerce advertising strategies (Paid Search, SEO, Retail Media) and marketplace ecosystems, with prior hands-on campaign execution experience being a significant advantage.

• Demonstrated ability to manage multiple accounts in a fast-paced, high-growth SaaS environment.

• Excellent communication, problem-solving, and project management abilities.

• Capability to analyze performance data, conduct account audits, and present actionable recommendations.

• Self-motivated individual who excels in uncertainty and adapts swiftly to change.

• Willingness to travel approximately 25% and based in a location with reliable access to major travel hubs.

🏝️ Benefits

• Unlimited PTO.

• Choice of medical insurance (available in the US and Canada).

• Extended holiday time off.