SPINS

Customer Success Manager

SPINS

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

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Salary

💰 $80,000 - $95,000 per year

Job Level

Junior

About the role

  • Become a product expert in our Shopper Experiences tools and use your knowledge to educate, coach, and mentor clients - empowering them to drive brand engagement and leverage insights across retail and digital channels.
  • Build strong and positive client relationships through proactive communication and regular touchpoints, including phone calls, emails, and live screen-sharing sessions, to help clients succeed with our platform.
  • 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 progress 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 outcomes.
  • 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.

Requirements

  • Aligned to SPINS core values: Direct, Determined, Passionate & Collaborative
  • 1–2 years of experience in customer success, client services, account management, or support - ideally in digital media, retail media, ad tech, or shopper marketing
  • Familiarity with retail media platforms, shopper engagement tools, 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, 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