Customer Success Manager

Levanta is the leading affiliate marketing platform for marketplace sellers, helping Amazon and Walmart brands unlock a scalable, cost-effective marketing channel through direct affiliate partnerships. As a Customer Success Manager, you will be responsible for building and maintaining long-term relationships with clients, ensuring customer satisfaction, retention, and expansion of accounts by understanding their business needs and providing solutions and support accordingly.

Responsibilities:

• Develop a deep understanding of each customer's business objectives, challenges, and success metrics
• Serve as the primary point of contact for customers and agency partners, addressing their inquiries, issues, and requests in a timely and professional manner
• Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform
• Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform
• Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services
• Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement
• Advocate for customers and agency partners internally, providing feedback to our engineering team to drive product enhancements and improvements
• Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates
• Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers

Requirements:

• 2-3 years of experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar
• Experience in the ecommerce and/or affiliate marketing industry
• Excellent communication and interpersonal skills, with the ability to build rapport and establish strong relationships with customers
• Strong problem-solving and decision-making abilities, with a focus on delivering innovative solutions to meet customer needs
• Ability to work collaboratively across cross-functional teams, including sales, marketplace, and publisher development
• A passion for customer success and a commitment to delivering an exceptional customer experience
• Must have a permanent address in one of our hub states: California, Florida, New York, Ohio, Utah, Texas, Michigan, or Washington
• Experience working with CRM software (e.g., Salesforce, HubSpot) and other customer success tools is preferred