Who We Are
For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.
Customer Success Manager, SPINS Journey
SPINS is hiring a Customer Success Manager for our B2B marketing technology SaaS platform, working with SMB and Mid-Market brands. In this role, you will serve as the main point of contact for our customers and own the retention for your book of business. You will work collaboratively with Sales, Marketing, and Product teams to ensure accounts are set up for success from day one and on track for long-term partnerships with SPINS.
We’re looking for someone who loves building relationships, solving problems, and translating product features into real-world impact. You’ll be part of a team reshaping how brands think about discovery and conversion across digital surfaces.
Job Duties & Responsibilities:
- Build Strong and long-lasting relationships with customers through proactive communication and regular touchpoints, including phone calls, e-mails, and live screen-sharing sessions.
- Own retention process from start to finish for your assigned portfolio of accounts using the ValueSelling methodology framework.
- Regularly ensure that SPINS Journey solutions are aligned with customer objectives and delivering business impact.
- Keep Salesforce updated with status of account health, contacts and renewal/expansion opportunities and all client and agency communication.
- Manage and maintain renewal pipeline for regular revenue forecasting and reporting.
- Collaborate with Sales, Customer Success, Marketing and Product teams to communicate and help prioritize customer needs regarding features, service, support and collateral.
- Become a Product Expert in our tools and use your knowledge to educate, coach, and mentor clients, empowering them to drive brand engagement and leverage digital touchpoints.
WHO YOU ARE:
- 3+ years of experience in customer success, client services, and/or account management, preferably in a SaaS environment
- 2+ years of relevant industry experience working with CPG brands and Marketing and/or eCommerce client personas
- Background in Media/Shoppable Media, Where to Buy Technology, and MMM
- Experience managing a portfolio of primarily SMB & Mid-Market Accounts
- Proven track record of working ahead of renewals
- Experience using Salesforce as a single-source of truth
- Experience working in a performance driven and fast-paced environment
- Excellent communication and organizational skills
- Team-oriented, strong customer focus and ability to multitask
Salary Range: $80K - 90K
#LI-AO1 #LI-Hybrid
What SPINS Offers
We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down! While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.
- We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
- Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
- Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.
The SPINS Way
- Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
- Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
- Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
- Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.
For details about the information SPINS’s collects about our applicants and how we use it, please see the SPINS Privacy Policy here.
Skills Required
- 3-5 years experience in customer success, client services, account management, or support
- Familiarity with retail media platforms, shopper engagement tools, or e-commerce journeys
- Clear and confident communication skills for strategic and technical discussions
- Ability to build strong relationships with brand marketers and cross-functional teams
- Comfortable discussing digital platform functionality and collaborating on light-technical needs
- Proficiency with Salesforce, Outreach, Zendesk, and Excel
- Organized, detail-oriented, and able to manage multiple client needs in a fast-paced environment
- Curious, proactive, client-first mindset
- Aligned to SPINS core values (Direct, Determined, Passionate, Collaborative)
- CPG, Retail, or Natural/Specialty industry experience
- Familiarity with contract-management systems including DocuSign, Salesforce CPQ or other CPQ tooling
What We Do
SPINS is a wellness-focused data company and advocate for the Natural Products Industry. Over the past two decades, SPINS’ investments have led to a common language used across the industry as well as laid the foundation for the next generation of innovation, while providing dynamic data, actionable insights, and digital activation solutions that drive growth for our clients & partners and contribute to a healthier and more vibrant America. Learn more at www.spins.com.
Why Work With Us
SPINS is a diverse group of positive professionals with a commitment to advancing the Natural, Organic, and Specialty Product Industries. We pride ourselves on building meaningful relationships with each member of our team and fostering professional development.
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