Customer Success Manager

SPINS

Customer Success Manager supporting North American brands in retail media and omnichannel commerce. Managing client relationships and leveraging SPINS' digital solutions for customer engagement.

Posted 7/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $97,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.
Familiarity of Contract-management systems including DocuSign, Salesforce and/or other CPQ management tooling is preferred.

Benefits

Comp & perks

We embrace hybrid work options to create a work/life balance.
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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementClient ServicesE-Commerce JourneysRetail Media Platforms

Soft Skills

Proactive MindsetDetail-OrientedAdaptabilityCollaborationCuriosity