Customer Success Manager - Big CPG

Who We Are

For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.

Customer Success falls within the Revenue Organization. To streamline our operations, the Revenue Organization is broken into segments: • Center Store • Plant, Protein & Dairy • Big CPG • Snack & Beverage • and Non-Food (VMS, Pet, Body Care). Team members from Sales, Customer Success, Business Development, and Solution Architecture are assigned to each segment.  The Customer Success organization is responsible for the attainment and retention of revenue, in other words the sales and service engine for SPINS and the supplemental support functions that help bolster these functions like sales operations, solution architects, etc.  By leveraging SPINS’ industry-leading proprietary data and analytics, our technology enables deeper, more engaged relationships between Retailers, Brands and Consumers through our platform, web, and mobile products.

The sum of the parts is greater than the whole.  We share in one another’s wins, we offer encouragement to one another continually, and we also expect that everyone steps up.  Our team has a strong work ethic, we focus on continual improvement and question everything.  We are the champion for our customers/clients; we are part of their success and ultimately work to solve issues. We are adding a Customer Success Manager to focus on the Destini solution in our Big CPG segment. This position offers the opportunity to collaborate with customers and internal teams across SPINS to educate, engage, and empower customers to achieve their strategic goals.  This CSM reports to the Manager, Customer Success within the Success Organization.

What You Will Do 

Our Customer Success Team is an important component of our business and represents the ability to work with our clients leading them to understand, embrace, and gain value from our SPINS/Destini solutions. The Customer Success Manager (CSM) will be assigned a book of business according to the strategic needs of the segment. This high impact role will handle multiple clients in an entrepreneurial, problem-solving environment. Act as a 'trusted advisor' to your clients; gain a deep understanding of their business, challenges, needs and goals to help them derive maximum value from their investment with SPINS.

• Operate as the lead point of contact for any implementation matters specific to your customers and driving success within the customer’s Destini applications
• Cultivate strong customer champions and advocates via phone, email, video communication
• Provide training, coaching, and mentoring on SPINS/Destini solutions with an objective of enabling clients to leverage insights as a catalyst in their business
• Identify new opportunities for expansion within the current customers set of services.
• Own the customer journey in renewals including communication, system entry and mitigation of potential retention risk in collaboration with your Manager and Sales partners
• Track client health on an ongoing basis to proactively address their needs, demonstrate value and reduce churn
• Lead conversations with customers to determine how best to align their company goals with their usage of Destini products to realize maximum possible.
• Gather and share solution requirements with internal Product teams that address future client needs

What You Bring 

• BA/BS degree in Business Administration or related quantitative field of study
• 3-5 years of experience in a customer-facing success, consulting, or account management role
• Direct experience working with and supporting SaaS solutions 
• Proven track record of problem-solving and decision making based on analytics; conceptual thinking skills must be complemented by a strong quantitative orientation
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, incl