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Role Description

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Mid-Market clients who maintain the relationship with the stores directly.

• Own relationships with Mid-Market clients and lead their program strategy in a consultative and data-driven fashion.
• Work with customers as a trusted consultant, advising on marketing strategy, best practices, and feature functionality.
• Collaborate closely with Sales, Solutions Architects, and Support to provide maximum value for clients.
• Forecast revenue and renewals.
• Understand customers’ goals and implement tailored success plans.
• Drive executive level relationships and identify opportunities to expand the clients' suite of Triple Whale products.
• Cement relationships with clients throughout the entire lifecycle of the account.
• Deliver a “consultant” perspective in all client interactions.
• Develop and maintain a deep understanding of products and the broader marketing landscape.
• Lead and present at client meetings, both in-person and over video conference.
• Analyze customer usage to form accurate forecasts and manage risk throughout the year.
• Lead discussions with clients to identify new product interests and necessary integrations.
• Contribute to the continued development and improvement of the Triple Whale Customer experience.

Qualifications

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment.
• Ability to thrive in a dynamic, fast-paced startup environment.
• Superb written and verbal communication skills.
• Quick learner.
• Flexible, embraces change and new responsibilities.
• Excellent computer skills and tech-savvy.
• Service-oriented, passionate about providing top-notch service to clients.
• Detail-oriented, capable of handling multiple responsibilities at once.
• Positive attitude, empathy, and high energy.
• Thrives in a collaborative team environment.

Our Values

• We Are Customer Obsessed: Everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.
• We Are Trustworthy: Honest communication helps us learn, grow, and improve.
• We Are Curious: We ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity, and empathy.

Join Us in Making Waves

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

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