Enterprise Customer Success Manager (US)

Job Description & Competencies

About the job

Shalion is a data and insights-driven company serving world-class global manufacturers and brands. Through our Digital Shelf Optimization, Retail Media, and Food Service Aggregators solutions, we provide innovative tools for e-commerce monitoring.

At Shalion, we empower brands to make smarter business decisions in eCommerce by delivering actionable data and insights on online product prices, availability, share of search, and more. We operate across 800+ e-retailers in 50+ countries, serving industry giants such as Heineken, Lego, Danone, Nestlé, Diageo, and JDE.

As a leader in data intelligence, we specialize in gathering, analyzing, and applying proprietary artificial intelligence to deliver relevant data and monitoring tools, helping our clients maximize their e-commerce performance.

The role

We are seeking a highly skilled client handler and problem solver to join our team.

As an Enterprise Customer Success Manager in the U.S. market, you will play a vital role in driving value for our clients by educating them, enhancing their capabilities, and helping them navigate the digital landscape to ultimately increase their sales.

Key Responsibilities

• Build and maintain strong, long-term relationships with clients by understanding their needs, challenges, and goals.
• Proactively manage customer renewals and identify opportunities for upselling additional products/services.
• Manage client interactions and meeting cadence, continuously improving customer success processes to enhance the customer experience. (MBRs, QBRs, etc.)
• Serve as the primary point of contact for customer issues and escalations, working with CS support and other teams to resolve problems quickly and efficiently.
• Develop, communicate, and implement strategic account plans for clients, defining priorities and timelines to drive measurable value.
• Provide training and resources to clients to help them effectively utilize our products and services.
• Monitor and report on KPIs and NPS related to customer health and engagement.

Key Competencies

• Problem-Solving & Decision-Making.
• Customer Focus & Relationship Management.
• Excellent Communication Skills.
• Sales Skills (Retention & Growth).
• Results-Driven.
• Experience in Project Management.

Skills You’ll Need to Bring

• Bachelor’s degree in Business, Marketing, or a related field.
• Exceptional leadership and team management skills.
• Excellent communication, negotiation, and presentation abilities.
• 5 years of experience in Customer Success, Account Management, or a related role.
• Experience in retail media and e-commerce.

What We Offer You

🌍 An international team – Work with colleagues from 10+ nationalities.
🚀 A dynamic and innovative environment – Be part of a high-performing team.
🏢 Hybrid work model – Great location in Manhattan (NYC).
💰 Salary range: $120,000 - $175,000 + commissions, based on experience.

Shalion Data Services Limited is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.