Senior Customer Success Manager

SPINS is a leader in recognizing the transformative power of data in retail, offering clients tools to attract values-based consumers. The Senior Customer Success Manager will manage multiple clients, ensuring their success by acting as a trusted advisor and collaborating with internal teams to drive long-term account growth.

Responsibilities:

• Become a SPINS product expert and use this knowledge to educate, coach, and mentor clients on our data, tools, and solutions
• Distill best practices across client base and deliver insights and advice based on those practices
• Independently own customer retention and growth, including communication, system entry and mitigation of potential retention risk
• Manage proactive communication and client touch points including change management from a data and product perspective
• Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth
• Cultivate strong customer champions and advocates
• Anticipate client needs and manage client escalations that are raised to you from your sales and support partners and the customer
• Act as the voice of your customer by capturing and communicating client needs and feedback to Product and Data teams

Requirements:

• BA/BS degree in Business Administration or related quantitative field of study
• 3-5 years of experience in customer-facing success, account management, sales or strategic consulting role; enterprise software or SaaS experience is preferred
• Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level
• Demonstrated ability to creatively problem solve and solution to drive customer value with SPINS data and products
• Technical aptitude, analytical mindset and intermediate or higher experience with Microsoft Excel and PowerPoint
• Self-starter manages time efficiently, able to complete work in a timely manner without active supervision is required
• Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues
• Strong interpersonal skills and experience building collaborative relationships both internally and externally to facilitate a flawless customer experience
• Can-do, positive, and team-oriented attitude
• Experience working with syndicated data (preferred SPINS, The Nielsen Co., IRI and/or data in a Consumer-Packaged Goods manufacturing setting) is required
• CPG, Retail, or natural/specialty industry is a plus
• Familiarity of contract management systems including DocuSign, Salesforce and or other CPQ management tooling is preferred