Client Success Manager, eCommerce

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ProductWind

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🛍️ eCommerce

☁️ SaaS

💰 $3.5M Seed Round - ProductWind on 2022-04

eCommerce • SaaS

<ProductWind> is a B2B SaaS platform that helps brands launch and scale products on online retail marketplaces by activating a curated network of retail-native creators to drive buyer engagement, reviews, and sales velocity. The platform provides campaign orchestration, real-time analytics, and aggregated product feedback to improve organic relevance, reduce retail media costs, and accelerate discovery across e-commerce retailers like Amazon, Walmart, and Best Buy.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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