Jungle Scout is hiring a
Senior Manager, Customer Success

Summary

Jungle Scout is hiring a Senior Manager for their Customer Success team to deliver exceptional customer experiences and drive meaningful results for customers in the Amazon space. The role involves setting clear vision and goals, crafting playbooks, coaching and development, monitoring progress, and structure and process improvement. The ideal candidate has a proven track record in leading Customer Success teams in Enterprise B2B SaaS environments, deep understanding of eCommerce and managed services, strategic thinking skills, people development abilities, strong communication skills, analytical mindset, operational leadership experience, and customer-centric approach.

Requirements

• Proven track record in leading Customer Success teams in Enterprise B2B SaaS environments
• Deep understanding of the eCommerce landscape
• Experience in setting up and managing managed services, driving value for clients through premium support
• Strategic thinker with strong business acumen
• Skilled in coaching, mentoring, and developing team members to reach their full potential
• Excellent verbal and written communication skills
• Proficient in data analysis and critical thinking
• Strong operational leadership experience
• Experienced in analyzing complex situations and data to identify opportunities, anticipate challenges, and devise innovative solutions
• Deeply committed to delivering exceptional customer experiences and driving customer-centric initiatives
• Experienced in navigating and leading teams through organizational change and process improvements

Responsibilities

• Set a clear vision of success and what good looks like; aligning the team around key objectives and removing obstacles hindering team success
• Develop comprehensive playbooks tailored to the customer journey, ensuring consistency and effectiveness in customer interactions
• Listen to customer calls, conduct regular 1:1 meetings, and provide coaching to enhance team performance
• Review team progress against goals, identify top at-risk accounts, and prioritize actions to mitigate churn and seize growth opportunities
• Establish repeatable processes and playbooks to improve the customer and business outcomes
• Share key customer insights with Product and other GTM teams to drive enhancements and innovations in the product and customer experience

Benefits

• Work alongside the smartest, most passionate, and kindest humans day in and day out making work fun
• Remote-first culture with the option to work from home, at one of their hub offices, or from a co-working space
• Opportunities for skill elevation and career growth
• Empowerment to work autonomously and take extreme ownership of work
• Competitive compensation packages with a bonus tied to performance and equity investment
• Generous PTO and recognition of local holidays
• Comprehensive healthcare and retirement matching plans for eligible employees
• Paid parental leave policy with a ramp-back period for a seamless transition