Customer Success Manager

Summary

Join Jungle Scout's Customer Success team as a Customer Success Manager and play a key role in managing customer renewals, driving expansion opportunities, and enhancing the overall customer experience. You will be the primary point of contact for customer inquiries, resolving issues efficiently and effectively. This remote-first position requires proactive engagement with customers to ensure timely renewals and identify upsell opportunities. You will also guide new customers through onboarding, conduct training sessions, and track customer engagement metrics. The ideal candidate possesses 5+ years of experience in a similar role, preferably in a SaaS environment, and expertise in Amazon, advertising, or e-commerce. Travel is required approximately 1-2 times per quarter.

Requirements

• Bring 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment
• 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

Preferred Qualifications

Have experience working with large brands and agencies

Benefits

• Remote-first culture
• A growth culture with tons of opportunities to elevate your skills
• Ability to make impact and work autonomously
• Competitive compensation packages with a bonus tied to performance and equity
• Flexible Time Off with generous PTO and recognition of local holidays, and Volunteer Time Off (VTO)
• Comprehensive Health Benefits & Retirement Program
• Paid Parental Leave Policy with a ramp-back period