Client Success Manager for an Ecommerce Services and SaaS company

We are looking to bring in our team a Client Success Manager - a gritty, detail-oriented, and client-obsessed team player, who will drive our growth and thrive in an innovative environment!

Your background in e-commerce or digital marketing client-facing roles showcases your deep understanding of our industry, while your empathy and curiosity about helping merchants highlight your ability to connect with both team members and leaders on a profound level, ranging from e-commerce managers to the C-suite.

This role is a full-time remote position with occasional in-person meetups and events.

We are looking for a Client Success Manager specifically with these requirements:

• You have a minimum of 5 years of client management experience within the e-commerce DTC Agency sector, with proven success managing clients across SEO, paid, and owned media experiences.
• You have strong skills in upselling and cross-selling services and software offerings, while retaining clients and maximizing lifetime value by proving a remarkably consistent experience for them.
• You have a track record of setting goals and executing them with minimal oversight in a remote setting while managing international teams. 
• You possess experience interacting with C-suite and senior management teams and are able to suggest strategies and options against annual and quarterly goals versus just managing to-do lists. 
• You have basic familiarity with Shopify, Klaviyo, Google Analytics, Looker Studio, Meta, and Google ad platforms and the data they produce, and how they fit in the marketing mix.

Your responsibilities will include (but are not limited to):

• Managing Clients Day to Day: You support our client’s growth and profitability (and thus our own) by managing day-to-day tasks against an overall top-line revenue goal driven with our AI software. This involves executing within online project management systems, listening to client needs, escalating ideas or problems to daily assigned tasks, facilitating meetings, delegating to teams across different cultures, and anticipating client needs.
• Identify Expansion Opportunities: Work closely with channel experts to identify and service gaps in execution, leading to larger contract value for the company by running annual and quarterly strategic meetings. You are able to clearly show with data where clients are leaving money on the table through either inefficiencies and sharing best practices. Accounts should naturally progress to upgrades for software and services based on sound business logic and in the process add more to your bonus compensation.
• Allocating Resources: With leadership, you help the team onshore and off allocate resources against financial goals and make suggestions for ways AI and delegation can further optimize these goals while freeing up our incredible digital marketers and data scientists to do focused and high-value work.
• Relentless Ongoing Education: the company is a real-world hands-on MBA experience and rewards those that have this growth mindset and can perform at an exceptional level. You’ll have a chance to work alongside and learn from our cofounder who is a professor at Harvard Business School teaching digital marketing and analytics along with a world-class leadership team. You welcome the chance to consistently stay on top of trends, and learn about data and AI and the underpinnings of successful ecommerce businesses.
• Tech Proficiency: Demonstrate comfort with technology and a solid understanding of general digital marketing channels of SEO, Paid, Owned along with conversion rate optimization with basic analytics. Fluent in emerging trends in ecommerce while leveraging new tools.

Growth Opportunities/Perks:

• Flexible work options, including remote work.
• 401K
• Health, dental, life, disability, and vision insurance.
• Budget for professional education opportunities.
• Commission opportunities from upsells.
• Wellness and cell phone stipends.
• Access to mentorship with industry leaders and a world-class advisory board who built The Trade Desk from inception to IPO (Market Cap of $40B).
• Clear career advancement paths for building and leading growth teams.
• A supportive, inclusive, and diverse work culture driven by data and the scientific method.

Our hiring process is made up of five parts, so please be aware that you will need to dedicate time for a questionnaire, a video, two 1-on-1 interviews, and a test project with a product demo.

Thank you for taking the time to consider this position. I look forward to hearing from you soon!