Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $97k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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SPINS

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛒 Retail

🛍️ eCommerce

☁️ SaaS

💰 Private Equity Round on 2021-01

Retail • eCommerce • SaaS

SPINS is a leading provider of data and insights for the retail industry, offering a robust set of services designed to help emerging and enterprise brands navigate growth and innovation. SPINS specializes in providing solutions like brand consulting, point-of-sale data, product intelligence, and consumer panel data, all aimed at empowering brands and retailers to better understand and anticipate trends and consumer preferences. Their comprehensive approach involves product attribute analysis, innovation pipeline guidance, and competitive positioning to ensure brands can effectively meet shopper values and drive marketplace success.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.