Client Success Manager, eCommerce

🕒 Junho 15

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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ProductWind

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2020

📣 Marketing

📦 Logística

🛍️ Comércio Eletrônico

💰 $3.500.000 Seed Round - ProductWind em 2022-04

Marketing • Logistics • eCommerce

<ProductWind> é uma plataforma de SaaS B2B que ajuda marcas a lançar e escalonar produtos em marketplaces de varejo online, ativando uma rede selecionada de criadores nativos do varejo para impulsionar o engajamento de compradores, avaliações e velocidade de vendas. A plataforma oferece orquestração de campanhas, análises em tempo real e feedback agregado de produtos para melhorar a relevância orgânica, reduzir custos de mídia de varejo e acelerar a descoberta em varejistas de e-commerce como Amazon, Walmart e Best Buy.

Descrição

• Own the client relationship • Serve as the primary point of contact for a portfolio of SMB, mid-market, enterprise, and agency customers. • Lead onboarding, ensuring a smooth transition from Sales to Client Success and a fast time-to-value. • Train clients on ProductWind's platform and workflow best practices. • Build trusted advisor relationships with key stakeholders, influencing strategic decisions across the account. • Guide campaign strategy in partnership with internal execution teams to ensure alignment with client goals and optimal platform performance. • Proactively analyze account health and campaign performance to identify optimization opportunities. • Provide strategic recommendations that empower clients to become platform champions and product experts. • Encourage testing of all available solutions to maximize value and drive credit consumption toward burn-down goals. • Translate performance data into clear, actionable insights for clients. • Own the full renewal cycle for your portfolio, including forecasting, negotiation, and on-time close. • Proactively identify upsell, cross-sell, and expansion opportunities and lead them through to close. • Build and present growth proposals tied to client business goals and measurable ROI. • Track Gross Revenue Retention (GRR) and expansion pipeline as core metrics alongside campaign performance. • Proactively address engagement risks, maintain account health, and own the recovery plan when accounts are at risk. • Partner with Operations, Sales, and Product to share customer insights and influence product innovation. • Act as the voice of the customer internally, advocating for features and improvements that enhance client outcomes.

🎯 Requisitos

• 3+ years in client success, account management, or eCommerce campaign management. • Proven track record owning a book of business against a commercial target such as a renewals quota, GRR goal, or expansion ARR. • Comfort with commercial conversations including discovery, business case development, pricing, and contract negotiation. • Hands-on experience with Amazon and other marketplaces (Target and Walmart preferred). • Familiarity with eCommerce advertising strategies (Paid Search, SEO, Retail Media) and marketplace ecosystems, with prior hands-on campaign execution experience a strong plus. • Proven ability to manage multiple accounts in a fast-paced, high-growth SaaS environment. • Strong communication, problem-solving, and project management skills. • Ability to analyze performance data, conduct account audits, and present actionable recommendations. • Self-starter who thrives in ambiguity and adapts quickly to change. • Able to travel approximately 25% and based in a location with reliable travel access to major hubs.

🏖️ Benefícios

• Unlimited PTO • Choice of medical insurance (US and Canada) • Extended holiday time off