Social Nature

Customer Success Manager

• Manage a portfolio of high-growth and enterprise accounts with a focus on Net Revenue Retention (NRR).
• Apply a structured approach to retention and expansion, identifying upsell opportunities, anticipating churn risk, and acting on both before they become issues.
• Develop marketing strategies aligned with the brand’s retail launch calendar, ensuring Social Nature drives impact in specific high-priority regions or retailers year-round.
• Deliver tailored engagement that reflects each client's investment level and business goals, positioning Social Nature as an indispensable marketing partner.
• Maintain a consistent client engagement cadence across your portfolio: QBRs, structured check-ins, and proactive communication that keep clients aligned, informed, and confident in the partnership.
• Communicate campaign performance and insights with clarity and impact, tailoring your storytelling to each client's business objectives and translating results into meaningful, actionable takeaways.
• Act as the 'Voice of the Client' and identify gaps in our current offering to our Product team.
• Share success stories with our B2B marketing team to amplify our client results and contribute to the case studies and content that help us win new business.
• Collaborate with Sales to ensure a seamless hand-off and early identification of upsell levers during the onboarding phase.
• Approach challenges collaboratively. Whether it's a campaign underperforming, campaign recruitment lagging, or a client ready to expand beyond current capacity. You'll pull in the right internal team members and drive toward a win-win solution.
• Share learnings and opportunities with the VP and leadership team, presenting clearly and with a point of view.
• Serve as the first point of escalation for campaign issues, performance concerns, client dissatisfaction, or churn risk, bringing composure and a clear resolution path.
• Monitor account health signals across the portfolio, connecting engagement patterns, performance data, and client sentiment to anticipate and mitigate churn risk before it materializes.
• Directly manage and develop our other Client Success Manager, building their capacity to think like a strategist and move beyond tactical execution.
• Report on key metrics, including retention, expansion, churn analysis, and flag when they are off track with a proposed recovery path.

Senior Client Success Manager