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
Summary
The primary responsibility of this role is to work closely with our clients as a primary point of contact for training, troubleshooting, and overall best practices within the software suite. This role will convey expertise in technical concepts to provide guidance to clients in addition to giving feedback to the Product Team.
Job Duties and Responsibilities
- Renewal ownership for your Book of Business; responsible for maintaining quarterly Gross Retention Rates
- Spearhead new client onboarding and training for the retail intelligence application, Destini Signals.
- Troubleshoot and diagnose common issues and document tickets that require escalation for Signals and Locator applications.
- Build strong and positive relationships with client contacts through phone calls, emails, and live screen-sharing to help customers achieve success within their Destini applications.
- Lead conversations with customers to determine how best to align their company goals with their usage of Destini products to realize the most value possible.
Education and Experience
- 3+ years of experience in Customer Success or equivalent
- Direct experience working with and supporting B2B and/or B2C SaaS solutions
- Experience with tools such as JIRA, ZenDesk, and CRM services (Salesforce, Zoho, etc.)
- Experience with spreadsheet manipulation (Vlookup, Pivot Tables, etc.)
- Basic understanding of html and css is a plus to help expedite troubleshooting efforts
Essential Functions
- Must be organized and enjoy interacting with customers of varying levels of experience and technical understanding
- Motivated to help customers receive the most out of their partnerships with the company
- Excellent written and verbal communication skills are a must
- Strong presentation skills
Physical Requirements
- Prolonged Periods of sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at a time
- Prolonged periods of talking and presenting to clients
Hiring Range: $75,000/yr - $90,000/yr + 20% variable compensation
Note: Applicants must be authorized to work for any US employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
#LI-SB1 #LI-Hybrid
What SPINS Offers
We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down! While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.
- We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
- Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.
The SPINS Way
- Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
- Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
- Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
- Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.
For details about the information SPINS’s collects about our applicants and how we use it, please see the SPINS Privacy Policy here.
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Our mission is to grow the Health and Wellness Industry and increase the accessibility of better-for-you products that help consumers live healthier and more vibrant lives.
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