Customer Success Manager - Destini

Customer Success Manager - Destini

As part of the commerce enablement team, you will support some of the most-innovative food, beverage, wellness, and beauty brands in North America as they navigate the evolving world of retail media and omnichannel commerce in a data-fueled environment. In this role, you will manage a portfolio of clients using SPINS’ full-funnel digital solutions brands to better find, reach, engage, and measure their shoppers' experiences across a brand’s landscape.

We’re looking for someone who loves building relationships, solving problems, and translating product features into real-world impact. You’ll be part of a team reshaping how brands think about discovery and conversion across digital surfaces.

Job Duties & Responsibilities

• Build Strong- and Positive-client Relationships through proactive communication and regular touchpoints, including phone calls, e-mails, and live screen-sharing sessions, to help clients succeed with our commerce enablement platform.
• Become a Product Expert in our tools and use your knowledge to educate, coach, and mentor clients – empowering them to drive brand engagement and leverage digital touchpoints.
• 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 Process 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 success.
• 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.
• Work Collaboratively across Functions within the entire SPINS portfolio to ensure client growth opportunities are actively supported and promoted.

Education & Experience

• Aligned to SPINS Core Values: Direct, Determined, Passionate & Collaborative
• 3-5 years of Experience in customer success, client services, account management, and/or support – ideally in digital media, retail media, ad