SPINS is hiring a Customer Success Manager who will be assigned a strategic book of business. In this high-impact role, you will serve as a trusted advisor, gaining a deep understanding of your clients’ businesses, challenges, and goals to renew and grow their relationship with SPINS by helping them derive maximum value from our products.
What You'll Do
- 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 your 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 escalations raised from your sales and support partners and the customers themselves.
- Act as the voice of your customer by capturing and communicating client needs and feedback to Product and Data teams.
What We're Looking For
- A BA/BS degree in Business Administration or a related quantitative field.
- 3-5 years of experience in a customer-facing success, account management, sales, or strategic consulting role.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of an organization, including executive and C-level.
- Proven ability to creatively problem-solve and solution to drive customer value with SPINS data and products.
- Technical aptitude, an analytical mindset, and intermediate or higher experience with Microsoft Excel and PowerPoint.
- Self-starter who manages time efficiently and can complete work in a timely manner without active supervision.
- 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.
- A can-do, positive, and team-oriented attitude.
- Experience working with syndicated data (preferably SPINS, The Nielsen Co., IRI) in a Consumer-Packaged Goods manufacturing setting.
Nice to Have
- Enterprise software or SaaS experience.
- Background in CPG, Retail, or the natural/specialty industry.
- Familiarity with contract management systems like DocuSign, Salesforce, or other CPQ management tools.
Technical Stack
- Microsoft Excel
- Microsoft PowerPoint
- Salesforce
- DocuSign
Team & Environment
Reporting to the Manager, Customer Success within the Success Organization.
Benefits & Compensation
- Salary range: $95,000 - $105,000.
- Hybrid work options for flexibility in creating a work/life balance.
- Paid volunteer time and company-matched charitable donations.
- Semi-annual company-wide employee survey used to shape programs, perks, and culture.
Work Mode
This role follows a hybrid work model.
SPINS is an equal opportunity employer.
