Jungle Scout · 3 hours ago

Customer Success Manager - Agency

United States

Full-time

Remote

Senior Level

5+ years exp

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Comp. & Benefits

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Responsibilities

Providing an Excellent Customer Experience: Act as the primary point of contact for customer inquiries, resolving issues efficiently and effectively. Gather customer feedback and collaborate with internal teams to improve our products and services.

Account Retention: Proactively engage with customers to ensure timely renewals of their subscriptions. Identify potential risks for non-renewal and implement strategies to mitigate churn.

Revenue Growth: Analyze customer usage patterns to identify upsell opportunities that align with their business needs. Conduct regular check-ins and business reviews to discuss additional features and services.

Customer Onboarding & Training: Guide new customers through the onboarding process to ensure they are set up for success. Conduct training sessions and webinars to educate customers about our tools and features.

Reporting & Analysis: Track customer engagement metrics and prepare reports to measure success and identify areas for improvement. Collaborate with sales and marketing teams to develop targeted campaigns based on customer insights.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer Success ManagementSalesforceAccount ManagementE-commerce ExpertiseCustomer OnboardingReporting & AnalysisSlackPlanhatPowerBIAmplitudeMicrosoft OfficeGoogle SuiteJungle Scout Cobalt UIZoomGong

Required

5+ years of experience in customer success, account management, or a similar role at an Advertising Agency.

Expertise in areas like Amazon, advertising, e-commerce, or Walmart.

Customer-Centric focus on delivering value and positive experiences for clients.

Analytical Thinker with the ability to assess client data and feedback to identify trends and areas for improvement.

Relationship Builder known for cultivating long-term partnerships with clients through trust and consistent engagement.

Problem-Solver who is resourceful and proactive in addressing client challenges, finding solutions, and identifying opportunities to grow within the existing book of business.

Adaptable with the ability to adjust strategies based on client feedback and changing circumstances.

Excellent Communicator who can clearly convey information and listen actively to clients' needs and concerns.

Collaborator with the ability to work effectively with internal teams to ensure client needs are met and to facilitate seamless service delivery.

Ability to manage time efficiently and prioritize tasks effectively to manage multiple client accounts and deadlines.

Willingness to travel approximately 1-2 times a quarter.