Customer Success Manager, Mid-Market

Triple Whale is an intelligence platform that helps ecommerce brands understand their business performance. The Customer Success Manager will support Mid-Market clients by owning relationships, advising on marketing strategies, and ensuring customer satisfaction through tailored success plans.

Responsibilities:

• 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

Requirements:

• 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
• Thrives in a collaborative team environment