Client Success Manager

Overview

As a Client Success Manager for our Retailers Platform, you are responsible for helping our retailer clients reach their business goals and ensuring that they have an amazing experience with our solutions. You contribute to and support the Retailer Client Success teams by following standard procedures and collaborating with team members to solve routine problem issues.

Responsibilities

• Manage key relationships with current Retailer Clients and understand their goals and what success looks like for current programs
• Create and maintain joint success plans for your clients to align on a roadmap to success to keep Client engaged and focused on a plan to achieve their goals
• Understand your client’s utilization of the platform and drive product listing success, through a balance of retailer client training and enablement
• Monitor feature adoption and usage for your book of business and advise on best practices and feature / function / benefit of utilizing new features
• Drive Gross Merchandise Value (GMV) by providing recommendations to expand our network of global Marketplaces.
• Partner cross-functionally with other Client stakeholders like: Sales, Product, Managed Services, Support and Implementation to ensure a smooth Client experience

Qualifications

Minimum Qualifications

• 2+ years of client success or account management experience in a SaaS environment with a focus on strategic account planning and client roadmap development.
• Prior experience working in SaaS or technology, experience supporting brands, retailers, or marketplace businesses is preferred
• Comfort using AI tools such as chat based assistants, summarization tools, and reporting copilots to support daily work.
• Experience using a major CRM tool, Salesforce or Gainsight preferred
• Ability to interpret reports and compare analytics, experience with tools like Looker and PowerBI preferred
• Exceptional interpersonal skills and the ability to effectively communicate with all team roles (e.g., sales staff, technical engineers, resource managers, etc.) and career levels (e.g., executives, peers, junior-level staff, etc.).
• Excellent communication (written and verbal) and presentation skills.
• Ability to organize work, prioritize tasks, and manage multiple & changing priorities.
• Demonstrates strong curiosity and initiative, with the ability to independently problem-solve, learn new concepts quickly, and operate autonomously.
• Demonstrated attention to detail and commitment to high quality work, with a strong focus on internal/external Client satisfaction.
• Must demonstrate a highly collaborative approach to problem-solving in a fast-paced environment and be able to project energy, self-confidence, enthusiasm and a team player attitude.

Preferred Qualifications

• Bachelor's Degree
• Retail industry and/or supply chain experience
• 2+ years' experience of eCommerce Platform experience