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About the Role

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise clients. You will own relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion, advising on marketing strategy, best practices, and feature functionality.

Responsibilities

Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for clients, while retaining and growing revenue.
Revenue and renewal forecasting.
Understand customer goals and implement tailored success plans.
Drive executive-level relationships and identify opportunities to expand clients' suite of Triple Whale products.
Gain client confidence and cement relationships throughout the entire account lifecycle, including goal-setting, value delivery, account growth, new product adoption, and renewals.
Deliver a consultant perspective in all client interactions, creating customized success plans based on customer goals and challenges.
Develop and maintain a deep understanding of products and the broader marketing landscape, staying up-to-date on industry trends and best practices.
Lead and present at client meetings, both in-person and over video conference.
Analyze customer usage to form accurate forecasts and maintain visibility into renewal pipeline; identify, communicate, and manage risk through proactive touchpoints and develop resolution strategies.
Lead discussions with clients about new product interests and integration needs, translating customer feedback into specific product requirements.
Contribute to the continued development and improvement of the Triple Whale Customer experience.

Requirements

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.

Location

London

Work Type

Remote

About the Company

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.
We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations.
From there, you get tools to put those insights to work – from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective.
More than 50,000 brands like Kitsch, Ouai and True Classic trust Triple Whale to grow faster with fewer resources – uncovering opportunities and acting on them at a scale that would be impossible manually.

Equal Opportunity

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.