Customer Success Manager

🕒 Julho 1

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $97.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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SPINS

SiteLinkedInTodas as Vagas

201 - 500 funcionários

💼 Consultoria

🍽️ Alimentos e Bebidas

📣 Marketing

💰 Private Equity Round em 2021-01

Consulting • Food & Beverage • Marketing

A SPINS é uma provedora líder de dados e insights para o setor de varejo, oferecendo um conjunto robusto de serviços projetados para ajudar marcas emergentes e empresariais a navegar no crescimento e inovação. A SPINS se especializa em fornecer soluções como consultoria de marca, dados de ponto de venda, inteligência de produtos e dados de painel de consumidores, todos voltados para capacitar marcas e varejistas a entender melhor e antecipar tendências e preferências dos consumidores. Sua abordagem abrangente envolve análise de atributos de produtos, orientação para o pipeline de inovação e posicionamento competitivo para garantir que as marcas possam atender efetivamente aos valores dos consumidores e impulsionar o sucesso no mercado.

Descrição

• Build Strong and Positive-client Relationships through proactive communication and regular touchpoints, including phone calls, e-mails, and live screen-sharing sessions, to help clients succeed with our commerce enablement platform. • Become a Product Expert in our tools and use your knowledge to educate, coach, and mentor clients – empowering them to drive brand engagement and leverage digital touchpoints. • Independently own Customer Retention by monitoring client health, managing communication and system updates, and proactively addressing potential churn risks. • Develop Strategies to Expand Engagement, enable adoption, and mitigate churn -- identifying ways to increase client value through upsell and cross-sell opportunities. • Ensure Smooth Process during Onboarding by collaborating with the implementation team and preparing new clients for success post-launch, aligning activation to their goals, and digital strategy. • Distill and Share Best Practices across your portfolio, offering actionable insights, and tailored recommendations to enhance customer success. • Anticipate Client needs and Manage escalations, serving as a trusted advisor to your clients and collaborating closely with internal teams across Sales, Product, and Support. • Act as The Voice of the Customer by capturing and relaying feedback to internal teams, helping to inform platform improvements and evolve our offerings in line with client needs. • Work Collaboratively across Functions within the entire SPINS portfolio to ensure client growth opportunities are actively supported and promoted.

🎯 Requisitos

• 3-5 years of Experience in customer success, client services, account management, and/or support – ideally in digital media, retail media, ad tech, or shopper marketing. • Familiarity with Retail Media Platforms, shopper engagement tools, and/or e-commerce journeys across brand and retailer environments. • Clear and Confident Communication skills with the ability to distill complex workflows and guide clients through both strategic and technical conversations. • Ability to Build Strong Relationships with brand marketers and cross-functional internal teams. • Comfortable discussing Digital Platform functionality - able to collaborate effectively with product and implementation teams on light-technical needs. • Proficiency in tools like Salesforce, Outreach, Zendesk, and Excel - familiarity with reporting dashboards and campaign metrics is a plus. • Organized, Detail-oriented, and Adaptable -- able to manage multiple client needs in a fast-paced, evolving environment. • Curious, Proactive Mindset with a collaborative and client-first approach. • Familiarity of Contract-management systems including DocuSign, Salesforce and/or other CPQ management tooling is preferred.

🏖️ Benefícios

• We embrace hybrid work options to create a work/life balance. • Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched. • Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.