Customer Success Manager, eCommerce/Amazon Advertising

At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.

We’re growing and we are looking to add a passionate Customer Success Manager with an eCommerce/ Amazon Advertising background to our fast-paced and customer-oriented Enterprise Customer Success team. 

Location: We’re a remote-first company and looking to hire this person anywhere between the PST - EST timezone.

In the Customer Success role, you will:

• Build and deepen client success through onboarding, training, and account management.  As a primary evangelist for Jungle Scout, you’ll guide brands and agencies to realize the value of our solutions, engendering trust and growing our relationships.
• Understand customer goals and demonstrate the value of our products to new and existing customers and to build alignment and drive adoption of our platform.
• Facilitate kickoff and onboarding customers to jumpstart their use and guidance towards a-ha moments with Downstream and Cobalt.
• Own existing and new customers and ensure their success in using Downstream and Cobalt.
• Act as project and relationship manager with command of all elements of the relationship, including internal and external stakeholders, customer business objectives and workflows, customer action plan to achieve ROI, identifying expansion opportunities, and collaborating to achieve expansion and renewal closes.
• Deliver the target performance metrics from the accounts (adoption, customer ROI, expansion, and renewals).
• Achieve high customer satisfaction (referenceability, happiness, NPS)
• Build and maintain key customer relationships, and develop and implement playbooks and strategies for expanding their accounts.
• Act as the Voice of the Customer for cross-functional teams. Anticipate, communicate and coordinate new customer needs and/or product enhancements that will help shape the Product Roadmap to deliver customer value.
• Develop and deliver thoughtful use case based training to our customers.
• Work closely with our Product, UX and Sales teams to ensure Jungle Scout is capturing friction points, and issues to deliver products our users love and value.
• Partner with customers as their primary point of contact to ensure they are receiving efficient resolution of their reported issues.
• Provide weekly updates and insights to report on customer engagement, usage, health, feedback, and growth opportunities.
• Partner with Account Manager to drive customer expansion through identification of value add tools, and meet all renewal targets.

Who you are:

• You are an experienced, customer-first eCommerce or Amazon Advertising Customer Success Manager: 
• You are an Amazon or eCommerce expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces. 
• You have a solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP (both 2 years+), experience with Walmart Advertising. 
• You are familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising.
• You have experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.
• Business acumen and in-depth knowledge of the ecommerce industry.
• Exceptional interpersonal skills, communication, collaboration and presentation skills.
• Ability to create content in a variety of forms.
• Ability to quickly learn new products and applications.
• Analytical and data driven.
• Multiplier, strives for excellence and growth mindset.
• Retention-focused and proactive.
• Bilingual (Spanish, French, German, Italian) is a plus.