Customer Success Manager

Summary

Join Jungle Scout's Customer Success team as a Customer Success Manager - Agency! This remote-first role, based within the PST-EST time zone, focuses on managing customer renewals, driving expansion opportunities, and enhancing the overall customer experience. You will be the primary point of contact for customer inquiries, providing excellent customer service and support. Responsibilities include account retention, revenue growth through upselling, customer onboarding and training, and data reporting and analysis. The ideal candidate possesses 5+ years of experience in a similar role within an advertising agency, along with expertise in Amazon, advertising, e-commerce, or Walmart. Travel is required approximately 1-2 times per quarter. Jungle Scout offers a competitive compensation package, remote-first culture, growth opportunities, flexible time off, comprehensive health benefits, and paid parental leave.

Requirements

• Bring 5+ years of experience in customer success, account management, or a similar role at an Advertising Agency
• Possess expertise in areas like Amazon, advertising, e-commerce, or Walmart
• Focus on delivering value and positive experiences for clients
• Excel in assessing client data and feedback to identify trends and areas for improvement
• Be known for your expertise in cultivating long-term partnerships with clients through trust and consistent engagement
• Be resourceful and proactive in addressing client challenges, finding solutions, and identifying opportunities to grow within the existing book of business
• Adjust strategies based on client feedback and changing circumstances
• Clearly convey information and listen actively to clients' needs and concerns
• Bring an ability to work effectively with internal teams to ensure client needs are met and to facilitate seamless service delivery
• Prioritize tasks effectively to manage multiple client accounts and deadlines

Responsibilities

• Act as the primary point of contact for customer inquiries, resolving issues efficiently and effectively
• Gather customer feedback and collaborate with internal teams to improve our products and services
• Proactively engage with customers to ensure timely renewals of their subscriptions
• Identify potential risks for non-renewal and implement strategies to mitigate churn
• Analyze customer usage patterns to identify upsell opportunities that align with their business needs
• Conduct regular check-ins and business reviews to discuss additional features and services
• Guide new customers through the onboarding process to ensure they are set up for success
• Conduct training sessions and webinars to educate customers about our tools and features
• Track customer engagement metrics and prepare reports to measure success and identify areas for improvement
• Collaborate with sales and marketing teams to develop targeted campaigns based on customer insights

Benefits

• Remote-first culture
• A growth culture! We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training
• Ability to make impact! Although it’s a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers
• Competitive compensation packages! We structure our compensation packages to reward our team members' contributions to our company's success - you’ll have a bonus tied to performance and will be invested into our long-term success with Equity
• Flexible Time Off. With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering
• Comprehensive Health Benefits & Retirement Program. We offer comprehensive healthcare and retirement matching plans for eligible employees
• Paid Parental Leave Policy . Jungle Scout values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family