Customer Success Manager

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 Manager

As part of the Shopper Experiences team, you will support some of the most innovative food, beverage, and wellness brands in North America as they navigate the evolving world of retail media and omni-channel commerce. In this role, you will manage a portfolio of clients using SPINS’ digital engagement tools – including our Product Locator, Shoppable Landing Pages, and Buy Online integrations – to help shoppers discover, buy, and fall in love with their products.

We’re looking for someone who loves building relationships, solving problems, and translating product features into real-world impact. You’ll be part of a team reshaping how brands think about discovery and conversion across digital surfaces.

Job Duties & Responsibilities

• 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.

Education & Experience

• 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

The following is strongly preferred:

• 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

Hiring Range:  $80,000/yr - $95,000/yr + 20% variable compensation

#LI-SB1 #LI-Hybrid