Customer Success Manager

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

📋 Description

• Establish robust and positive relationships with clients through proactive communication and regular interactions, including phone calls, emails, and live screen-sharing sessions, to assist clients in achieving success with our commerce enablement platform.

• Become an expert in our products and utilize your expertise to educate, coach, and mentor clients, empowering them to enhance brand engagement and optimize digital touchpoints.

• Take full ownership of customer retention by monitoring client health, managing communications and system updates, and proactively addressing potential risks of churn.

• Formulate strategies to enhance engagement, facilitate adoption, and reduce churn by identifying opportunities for increasing client value through upselling and cross-selling.

• Ensure a seamless onboarding process by collaborating with the implementation team and preparing new clients for success after launch, aligning activation with their goals and digital strategy.

• Distill and disseminate best practices across your portfolio, providing actionable insights and customized recommendations to boost customer success.

• Anticipate client needs and manage escalations, acting as a trusted advisor and working closely with internal teams across Sales, Product, and Support.

• Represent the voice of the customer by gathering and communicating feedback to internal teams, aiding in the enhancement of platform features and adapting our offerings to meet client demands.

• Collaborate across functions within the entire SPINS portfolio to ensure that client growth opportunities are actively supported and promoted.

⛳️ Requirements

• 3-5 years of experience in customer success, client services, account management, and/or support, preferably within digital media, retail media, ad tech, or shopper marketing.

• Understanding of retail media platforms, shopper engagement tools, and/or e-commerce journeys in both brand and retailer environments.

• Strong and confident communication skills, capable of simplifying complex workflows and guiding clients through both strategic and technical discussions.

• Ability to build strong relationships with brand marketers and cross-functional internal teams.

• Comfortable discussing digital platform functionality, able to collaborate efficiently with product and implementation teams on light technical requirements.

• Proficient in tools like Salesforce, Outreach, Zendesk, and Excel; familiarity with reporting dashboards and campaign metrics is a plus.

• Organized, detail-oriented, and adaptable, with the ability to manage multiple client needs in a fast-paced, dynamic environment.

• Curious and proactive mindset with a collaborative and client-first approach.

• Familiarity with contract management systems such as DocuSign, Salesforce, and/or other CPQ management tools is preferred.

🏝️ Benefits

• We support hybrid work options to foster a healthy work/life balance.

• Each employee receives paid time to volunteer with an organization of their choice, and charitable donations are matched.

• We conduct semi-annual company-wide employee surveys that help shape company programs, perks, and culture.