Customer Success Manager

Summary

Join SPINS as a Customer Success Manager and support innovative food, beverage, and wellness brands in navigating the evolving world of retail media and omni-channel commerce. Manage a portfolio of clients, utilizing SPINS’ digital engagement tools to enhance brand engagement and drive sales. Build strong client relationships through proactive communication and regular touchpoints. Independently own customer retention by monitoring client health and proactively addressing potential churn risks. Develop strategies to expand engagement and mitigate churn, identifying opportunities for upselling and cross-selling. Collaborate with internal teams to ensure smooth onboarding and post-launch success for new clients. Distill and share best practices, offering actionable insights and tailored recommendations to enhance customer outcomes.

Requirements

• Aligned to SPINS core values: Direct, Determined, Passionate & Collaborative
• 1–2 years of experience in customer success, client services, account management, or support - ideally in digital media, retail media, ad tech, or shopper marketing
• Familiarity with retail media platforms, shopper engagement tools, 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, 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

Responsibilities

• Become a product expert in our Shopper Experiences tools and use your knowledge to educate, coach, and mentor clients - empowering them to drive brand engagement and leverage insights across retail and digital channels
• Build strong and positive client relationships through proactive communication and regular touchpoints, including phone calls, emails, and live screen-sharing sessions, to help clients succeed with our platform
• 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 progress 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 outcomes
• 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

Preferred Qualifications

• CPG, Retail, or natural/specialty industry is a plus
• Familiarity of contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred

Benefits

• We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
• 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