Customer Success Manager

Customer Success Manager - SMB

Chicago, IL / Remote

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

The Customer Success Manager will be assigned a book of business according to the strategic needs of the segment. This high-impact role will handle multiple clients in an entrepreneurial, problem-solving environment. You will be responsible for renewing and growing your clients' business by acting as a 'trusted advisor'; gaining a deep understanding of their business, challenges, needs, and goals, and helping them derive maximum value with SPINS. This position offers the opportunity to collaborate with customers and internal teams across SPINS to educate, engage, and empower customers to achieve their strategic goals, reporting to the Manager, Customer Success within the Success Organization.

Job Duties & 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

Education & Experience

• 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

The following is strongly preferred:

• 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

Salary Range: $75,000-$80,000

Note: Applicants must be authorized to work for any US employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

What SPINS Offers

• 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.