Flipp is hiring a Customer Success Specialist

Flipp's Customer Success team focuses on maximizing the value that customers derive from products or services, ensuring satisfaction, retention, and advocacy. As a Customer Success Specialist as part of the Client Solutions group, you will work in a client-facing role, advising our partners on how to shape their digital content strategies by leveraging Flipp and Shopfully products. You will act as a trusted advisor to all internal and external stakeholders to ensure partner business objectives are met while contributing to our company goals. You will handle customer relationships through proactive engagement - monitoring account metrics and driving customer goals with a broad product suite. Working with other internal teams while keeping an eye out for business development opportunities, driving retention, revenue growth, and reducing churn through data driven insights. Contribute to development of retention strategies, supporting Customer Success Managers on deliverables across various accounts, maintain operational excellence and consistent delivery, while pushing efficient and innovative workflows and campaign management strategies. What you'll get the opportunity to do: Drive Revenue and Build Relationships: - Working with CSM to form strategic relationships with key stakeholders to understand customer’s business objectives and develop strategies to meet their objectives on an ongoing basis. - Establish a trusted/strategic advisor relationship to drive the continued value of our products and services. - Supports a renewal book of business of partners, and guides them to success through analyzing data, and trends with support as needed. - Expand revenue in existing accounts by working to identify/develop renewals, cross-sell or upsell opportunities, while identifying and mitigating churn risks. - Provide ongoing consultation and best practice recommendations to solve key business challenges through performance analysis Product Knowledge & Development: - Be a subject matter expert in the Flipp+Shopfully products you are responsible for, with a working knowledge of all products within the Customer Success portfolio and how to utilize them to achieve business goals. - Grow the successful adoption of products to help customers realize the business value of our offerings through upsell and cross-sell opportunities. - Advocates for product features and improvements as the voice of the customer and works cross-functionally with internal product teams to champion change ensuring key feedback is delivered to the appropriate stakeholders. - Understand how to utilize available platforms (e.g., Salesforce, ClickUp) while identifying possible improvements. - Support utilization of AI-driven tools to automate, unlocking greater functionality and scalability. Acting as a active user of available tools. Insights & Trends: - Understanding of core KPIs and success metrics used to maintain healthy client relationships, ability to support CSM with data reporting and storytelling. - Continual analysis of retailer and category-specific content needs and content effectiveness to drive action with support. - Working with the CSM to synthesize data observations into actionable insights, taking a proactive approach to shape and influence stakeholder expectations Project Management: - Own and execute all stages of the production process; coordinating all assets, processing through our systems, and ensuring experience is quality checked prior to go-live. - Coordinate cross-functionally to ensure any content needed by other teams are produced and delivered without error. - Lead day-to-day communication for your account portfolio; communicating timelines, production status, requests for information, etc. - Work with key stakeholders (retailers and internal business teams) to deliver content in time for go-live. - Ability to troubleshoot ambiguous errors, while being able to escalate retailer, system, and/or process issues to the appropriate stakeholders. - Ability to drive process improvements that help reduce risk, build efficiencies, and/or improve quality across your account portfolio. - Take on and manage additional ad-hoc projects that contribute to the team’s strategic objectives. What you'll bring to the team: - 1–3 years of experience in customer success, project management, or account management, preferably within the Ad-Tech/SaaS space. - Strong written and verbal communication skills are required to provide project status visibility and coordinate across cross-functional teams. - The ability to thrive in a fast-paced or ambiguous environment and navigate evolving project requirements is essential. - Excellent time management skills are necessary to manage multiple projects simultaneously and meet tight deadlines under pressure. - Candidates must be able to understand client data and drive cross-functional solution development to build effective workflows. - Strong creative problem-solving to resolve system or process issues and propose improvements for efficiency and scalability