Customer Success Manager

September 20

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Triple Whale 🐳

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eCommerce • SaaS • Artificial Intelligence

Triple Whale is a comprehensive data platform designed for business intelligence, analytics, and marketing efficiency. It consolidates first-party and zero-party data into a single source of truth, offering brands reliable insights and powerful tools for data-driven decisions. Its features include AI-powered insights with Moby, customizable dashboards, forecasting tools, and integration with various e-commerce and marketing platforms. Trusted by over 20,000 brands, Triple Whale facilitates strategic growth, operational efficiency, and enhanced customer engagement through advanced data analytics and automation solutions.

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Support eCommerce stores and agency clients; take ownership of Enterprise client relationships and lead program strategy in a consultative, data-driven fashion • Advise on marketing strategy, best practices, and product functionality • Collaborate closely with Sales, Solutions Architects, and Support to provide maximum value and retain/grow revenue • Revenue and renewal forecasting • Understand customers’ goals and implement tailored success plans • Drive executive-level relationships and identify opportunities to expand product adoption • Manage full account lifecycle: goal-setting, value delivery, account growth, new product adoption, and renewals • Create customised success plans and present at client meetings in-person and via video conference • Analyse customer usage to form accurate forecasts and maintain visibility into renewal pipeline; identify and manage risk with proactive touch points and resolution strategies • Lead discussions to capture customer feedback, translate into product requirements, and contribute to improving the customer experience • Maintain deep understanding of Triple Whale products and marketing/industry trends

🎯 Requirements

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment • Ability to thrive in a dynamic, fast paced startup environment • Superb written and verbal communication skills • Quick learner • Flexible, embraces change and new responsibilities • Excellent computer skills and tech savvy • Service-oriented, passionate about providing top notch service to our clients • Detail-oriented, capable of handling multiple responsibilities at once • Positive attitude, empathy, and high energy • Loves working on a team