What are the responsibilities and job description for the Senior Customer Success Manager position at SPINS?
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.
Senior Customer Success Manager
The Senior Customer Success Manager will manage relationships and accounts with key business-to-business (B2B) customers. This role involves ensuring customer satisfaction, promoting retention, and driving revenue growth within the assigned accounts. This position works with clients and internal teams across SPINS to educate, engage, and empower clients to achieve their strategic objectives. This individual will be working directly with management at our client companies to understand their opportunities and develop growth solutions and strategies to capture them. This individual contributor role reports to the Director, Customer Success.
Job Duties & Responsibilities
- You will be an advisor to your clients; gain a deep understanding of their business, challenges, needs and goals to help them derive maximum value from their investment with SPINS; Including development and maintenance of strong relationships within the client company beyond just the main point of contact and users of tools
- Act as a SPINS product expert using this knowledge to deliver the value of our data, tools, and solutions to our clients
- Form a strong business alliance with clients to understand client goals and objectives and quickly deliver solutions in support of them with minimal guidance
- Manage proactive communication and client touch points including change management from a data and product perspective
- Champion the customer journey, including negotiating complex contract renewals to maximize net retention, mitigate risk, and ensure client satisfaction
- Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth
- Anticipate client needs and manage client escalations that are raised to you from your partners and the client
- Cultivate strong client champions and advocates through building and maintaining strong, long-lasting client relationships with various stakeholders within the organization
- Identify new opportunities for expansion within the current client set of services.
- Ensure contracts are accurately documented, managed, and renewed in a timely manner
Requirements :
Education & Experience
Strong oral and written communication skills including delivering of presentations and proposals
The following is strongly preferred :
Salary range is : $85,000 - $100,000 with a 20% annual commission potential.
If these requirements match your skills / strengths, please apply.
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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.
The SPINS Way
For details about the information SPINS's collects about our applicants and how we use it, please see the SPINS Privacy Policy here.
Salary : $85,000 - $100,000
