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 evolve over time as our business strategies and priorities change. What you’ll get: 💥The BEST team. You’ll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun. 💥Remote-first culture. Jungle Scout has been remote-first since day one. We believe team members should work from the place where they do their best work. Whether that's working from home, in office at one of our hubs, a co-working space. 💥 A growth culture! We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training. 💥 Ability to make impact! Although it’s a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers. 💥 Competitive compensation packages! We structure our compensation packages to reward our team members' contributions to our company's success - you’ll have a bonus tied to performance and will be invested into our long-term success with Equity. 💥 Flexible Time Off. With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering. 💥 Comprehensive Health Benefits & Retirement Program. We offer comprehensive healthcare and retirement matching plans for eligible employees. 💥 Paid Parental Leave Policy. Jungle Scout values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family. About Jungle Scout Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, Jungle Scout today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their ecommerce businesses. The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. We have a remote-first culture with employees across the world as well as in our hub offices in Austin, TX and Vancouver, BC. We believe team members should have the opportunity to choose the work environment that works best for them, so we give our team members the option of working from home, at one of our hub offices, or from a co-working space. We prioritize Diversity, Equity, and Inclusion At Jungle Scout, we recognize the value of different experiences, backgrounds and cultures. We hire intentionally, with this in mind. Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to start date.