Note: The job is a remote job and is open to candidates in USA. SPINS is a leader in recognizing the transformative power of data in retail, offering clients innovative tools in the Health & Wellness industry. The Customer Success Manager will support brands in navigating retail media and omnichannel commerce, managing client portfolios to enhance their engagement and success with SPINS’ solutions.
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
Skills
- 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 tech, or shopper marketing
- Familiarity with Retail Media Platforms, shopper engagement tools, and/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, Outreach, 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
- 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.
Company Overview