Customer Success Manager

As a CSM at Triple Whale, you will focus on and support our ecommerce stores and/or our agency clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

Responsibilities

As a CSM at Triple Whale, you will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. In addition, you will:

* Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.

* Revenue and renewal forecasting

* Understand customers’ goals, and implementing tailored success plans

* Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals. 

* Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals

* Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges

* Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices

* Lead and present at client meetings, both in-person and over video conference

* Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies

* Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements

* Contribute to the continued development and improvement of the Triple Whale Customer experience

Qualifications

* Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment

* Ability to thrive in a dynamic, fast paced startup environment

* Superb written and verbal communication skills

* Quick learner

* Flexible, embraces change and new responsibilities

* Excellent computer skills and tech savvy

* Service-oriented, passionate about providing top notch service to our clients

* Detail-oriented, capable of handling multiple responsibilities at once

* Positive attitude, empathy, and high energy

* Loves working on a team

Applications without a cover letter will not be considered