Scaled Customer Success Manager – Ads

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

📋 Description

• Develop and oversee digital and one-to-many Customer Success strategies for clients utilizing Helium 10 Ads and Amazon Seller Central advertising solutions.

• Manage a diverse customer portfolio using playbooks, content delivery, performance metrics, and automation.

• Foster and expand a limited portfolio of direct customer relationships.

• Identify and address retention and growth challenges throughout onboarding, adoption, renewal, and expansion phases.

• Gain expertise in Helium 10 Ads and Amazon Seller Central advertising tools, including campaign management, bid optimization, keyword targeting, and performance metrics.

• Conduct quarterly business reviews and pinpoint expansion opportunities within the advertising product suite.

• Formulate strategies that position advertising as a vital growth driver for customer success.

• Increase awareness and adoption of new advertising features, campaign types, and optimization capabilities.

• Analyze customer data to uncover ad-performance trends, spending patterns, and campaign results.

• Design targeted engagement campaigns throughout customers’ advertising journeys.

• Utilize independent judgment to shape portfolio-wide retention and expansion strategies.

• Assess and enhance the self-serve ads experience informed by customer feedback and usage analytics.

• Collaborate with product teams to improve the user experience of advertising features.

• Provide guidance to Support, Marketing, Product, and Brand Evangelists on ads-related customer strategies.

• Test and refine scaled program initiatives, monitoring results, feedback, and ROI enhancements.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or customer retention, showcasing a proven history of independently managing end-to-end programs.

• Direct experience with Amazon Seller Central Ads (Sponsored Products, Sponsored Brands, Sponsored Display) or the Helium 10 Ads platform.

• Practical understanding of ad campaign management, budget allocation, bidding strategies, and performance metrics.

• Profound knowledge of Amazon advertising, encompassing campaign structures, bidding mechanics, keyword research and targeting, budget optimization, and ROI assessment.

• Strong grasp of customer lifecycle management and retention strategies.

• Experience managing a portfolio of business with direct customer interactions and driving revenue growth through expansion.

• Comfort in engaging with customers on a large scale as well as in strategic one-on-one settings.

• Familiarity with automation tools, CRM software, and marketing platforms.

• Knowledge of customer data platforms and analytics tools that monitor ad performance.

• Exceptional communication and interpersonal skills, with the ability to convey complex advertising concepts clearly.

• Capability to independently manage ads scaled Customer Success strategies from start to finish.

• Strong data literacy and proficiency in analyzing campaign performance data, identifying trends, and making data-driven recommendations.

• Enthusiasm for aiding customers in their advertising journey and a dedication to ongoing improvement.

🏝️ Benefits

• Flexible Paid Time Off.

• Paid Holidays and Floating Holidays.

• Medical, Dental, Vision, FSA, HSA with employer contribution, Life Insurance, and Pet Insurance.

• 401k with Employer Match.

• Opportunity to take up to 2 Days of Paid Time Off to volunteer with a 501c Organization.

• Paid Parental Leave.

• Company-subsidized membership to Wellhub and Peloton.

• Fertility and family-building information platform through Carrot.

• Additional annual bonus compensation through one of Pacvue’s highly attractive incentive plans.