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 tools to engage with the values-based consumer. The Customer Success Manager will support innovative brands as they navigate retail media and omnichannel commerce, building client relationships and ensuring successful adoption of SPINS' digital 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