Customer Success Manager

Summary

Join CommerceIQ as a Customer Success Manager and cultivate strong relationships with clients, ensuring successful product adoption and profitable revenue growth. You will act as a subject matter expert in e-commerce and retail media advertising, providing training, troubleshooting, and strategic guidance. This remote position, with some travel to Chicago and the US East Coast, requires deep data analysis, collaboration with internal teams, and proactive monitoring of customer progress. You will be responsible for conducting regular business reviews, anticipating customer churn, and fostering cross-team collaboration. Success in this role involves driving client satisfaction and contributing to successful account renewals.

Requirements

• Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
• 5+ total years of professional work experience
• 3+ years experience in running media and advertising engagement with customers in a consulting/agency role
• Experience in managing Ecommerce/Retail Media marketing budgets (specifically on Amazon, Walmart, Kroger, and Instacart) at well-respected agencies for large enterprise brands
• Experience managing Amazon search (AMS)
• Well-versed in Bid and Budget management, content optimization, and promotion planning
• An analytical approach to problem-solving with advanced Excel skills
• Project management experience and ability to anticipate and mitigate risks
• Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
• Excellent presentation and communication skills, including both oral and written
• Track record of retaining and renewing Enterprise customers in the SaaS space

Responsibilities

• Comprehend self-service customers' requirements, subsequently strategize, coordinate, and oversee every aspect of a collaborative success plan
• Be an expert on the CommerceIQ platform and act as a vital resource for helping with training, feature enablement, and troubleshooting customer issues
• Managing self-service clients on the CommerceIQ platform and driving enablement across key Brands and Agency clients
• Be a subject matter expert in Ecommerce/Retail Media advertising across several Retail Media Networks for our customers, guiding them on how to drive growth for our customers and utilize the features within the CommerceIQ platform
• Perform deep data analysis to answer the client’s strategic questions
• Continuously showcase the value of CommerceIQ’s platform throughout the engagement period
• Collaborate with our internal teams to shape new features
• Take ownership of customer service requests by coordinating with the technical support and engineer teams to ensure requests are addressed quickly and with a high level of satisfaction
• Advise our Sales team on upselling & cross-selling opportunities that will help our customers succeed
• Conduct regular business reviews on a weekly, monthly, and quarterly basis, engaging with the client's essential decision-makers to explain the factors influencing KPI figures
• Proactively monitor and track progress towards goals versus actual performance, deriving actionable insights to help achieve the customer's objectives
• Develop a deep understanding of the customer's business and industry to provide tailored solutions and advice
• Anticipate the risk of customer churn by analyzing their engagement levels and effectively communicate these predictions to superiors
• Foster cross-team collaboration to ensure seamless operational workflows
• Exhibit a high level of ownership on the success of assigned portfolio of accounts
• Explore innovative approaches to enhance efficiency in client communication and elevate overall satisfaction levels
• Strive for absolute client satisfaction and actively contribute to the successful renewal of accounts upon the contract's conclusion

Preferred Qualifications

3-5 years of experience managing clients' retail media

Benefits

• Comprehensive medical, vision, and dental coverage
• A 401(k)-retirement plan
• Short & long-term disability insurance
• Life insurance
• Paid parental leave
• Monthly reimbursements for gym, phone, and internet
• 10+ paid company holidays in each calendar year, quarterly Global Recharge Fridays, and unlimited PTO
• Long-term incentives, in the form of company stock options
• Potential discretionary bonuses