Customer Success Manager

At Jungle Scout, we are on a mission to build the best Amazon competitive intelligence tools for Amazon sellers and brands.

As we continue to grow, we’re excited to expand our collaborative, customer-focused Customer Success team with the addition of a Customer Success Manager.

As a Customer Success Manager, you are a proactive and customer-focused professional. In this role, you will be responsible for managing customer renewals, driving expansion opportunities, and enhancing the overall customer experience. Your goal will be to ensure our customers derive maximum value from our enterprise platform, fostering long-term relationships and promoting customer satisfaction while driving the overall growth of the business.

Location: We’re a remote-first company and looking to hire this person anywhere between the PST - EST time zone across the US (bonus points if you're in Austin or Chicago, where we have office hubs!).

To note: Although we are a remote-first company & this role is being hired for remotely, there will be travel required with this role (approximately 1-2 times a quarter).

Interested in learning more? Let’s get into the details:

Day in the Life of a Customer Success Manager:

• Providing an Excellent Customer Experience: Act as the primary point of contact for customer inquiries, resolving issues efficiently and effectively. Gather customer feedback and collaborate with internal teams to improve our products and services.
• Account Retention: Proactively engage with customers to ensure timely renewals of their subscriptions. Identify potential risks for non-renewal and implement strategies to mitigate churn.
• Revenue Growth: Analyze customer usage patterns to identify upsell opportunities that align with their business needs. Conduct regular check-ins and business reviews to discuss additional features and services.
• Customer Onboarding & Training: Guide new customers through the onboarding process to ensure they are set up for success. Conduct training sessions and webinars to educate customers about our tools and features.
• Reporting & Analysis: Track customer engagement metrics and prepare reports to measure success and identify areas for improvement. Collaborate with sales and marketing teams to develop targeted campaigns based on customer insights.

Tech Stack:

• Salesforce
• Slack
• Planhat
• PowerBI
• Amplitude
• Microsoft Office
• Google Suite
• Jungle Scout Cobalt UI
• Zoom
• Gong

Who You Are:

• This isn't your first rodeo! You bring 5+ years of experience in customer success, account management, or a similar role, preferably in a SaaS environment.
• Industry Expertise: You possess expertise in areas like Amazon, advertising, e-commerce, or Walmart.
• Customer-Centric. You focus on delivering value and positive experiences for clients.
• Analytical Thinker. You excel in assessing client data and feedback to identify trends and areas for improvement.
• Relationship Builder. You're known for your expertise in cultivating long-term partnerships with clients through trust and consistent engagement.
• Problem-Solver. You're resourceful and proactive in addressing client challenges, finding solutions, and identifying opportunities to grow within the existing book of business.
• Adaptable. You can adjust strategies based on client feedback and changing circumstances.
• Excellent Communicator. You can clearly convey information and listen actively to clients' needs and concerns.
• Collaborator: You bring an ability to work effectively with internal teams to ensure client needs are met and to facilitate seamless service delivery.
• Manage Your Time Efficiently: You can prioritize tasks effectively to manage multiple client accounts and deadlines.

Bonus Points:

• Agency and Brand Experience: You have experience working with large brands and agencies.

Note: The one constant in our evolving, dynamic environment is change. Needless to say, you’ll never get bored ;) The responsibilities listed above are our needs today but we are keeping future needs & opportunities in mind when hiring for this position. We value adaptability and a growth mindset in team members. Although it’s not promised, the successful candidate should be prepared for the possibility that their role may