Customer Success Manager

2 weeks ago

San Diego, United States Intentwise Full time

Account Manager / Customer Success Manager (Amazon Ads Experience Required)


Location: Remote

Compensation: Competitive salary + performance-based bonuses

Benefits: Comprehensive health benefits, 401(k), professional development, and travel opportunities for industry trade shows.


Company Description

Intentwise is a SaaS platform offering Advertising Optimization and Measurement solutions to brands and agencies operating on Amazon and Walmart. Our platform empowers businesses to drive better performance through data-driven insights and automation. 


Position Overview

We seek a Customer Success Manager with experience in Amazon or Walmart to join our growing team. You will play a critical role in ensuring that our clients successfully implement and utilize our platform, driving both their satisfaction and product adoption. You will act as the main point of contact post-sale, guiding clients to maximize the value of our solutions while helping them achieve their business objectives. In this role, you will focus on nurturing existing customer relationships and ensuring they gain maximum value from our tools: Intentwise Ad Optimizer, Intentwise Analytics Cloud, and Intentwise Explore. This is a full-time remote-based position.


Key Responsibilities:

  • Customer Support & Advocacy: Serve as the first line of support for client inquiries, troubleshooting, and resolving issues in a timely manner. Advocate for customer needs and ensure their voices are heard internally to improve the product and service offerings.
  • Strengthening Client Relationships: Develop strong, ongoing relationships with key stakeholders at client organizations. Ensure clients are satisfied, engaged, and receive continuous value from the platform.
  • Cross-Team Collaboration: Work closely with internal teams (Sales, Product, Marketing, etc.) to provide feedback, share customer insights, and ensure a seamless client experience across all touchpoints.
  • Product Updates & Education: Provide clients with regular updates on new features, product enhancements, and industry trends. Educate customers on best practices to help them maximize the value of Intentwise’s solutions.
  • Onboarding & Training: Lead the onboarding process for new customers, ensuring a smooth and effective transition from sales to active user. Conduct training sessions to help clients effectively use the platform and customize it for their needs.
  • Industry Expertise: Stay current with industry trends and best practices in eCommerce advertising. Provide clients with insights and advice to help them stay ahead of the curve and optimize their advertising strategies.
  • Account Health & Retention: Monitor customer health, proactively identify potential issues, and take action to ensure clients continue to get value from the platform. Work to reduce churn and increase customer satisfaction.
  • Renewals & Upselling: Collaborate with the sales team to identify opportunities for account renewals, upselling, or cross-selling new features. Encourage long-term engagement and continued usage of the platform.
  • Metrics & Reporting: Track and report on key customer success metrics, such as customer health, engagement, satisfaction, and retention. Regularly communicate these insights to internal teams and clients.


Qualifications:

  • 1+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably within the SaaS or eCommerce space.
  • Strong understanding of eCommerce advertising (especially Amazon and Walmart ads) and experience in a customer-facing role with a technical product is a plus.
  • Exceptional communication and interpersonal skills, with the ability to build trust and rapport with clients at all levels.
  • Strong problem-solving skills, with the ability to think critically and take initiative to resolve customer issues and improve satisfaction.
  • Ability to manage multiple customer accounts simultaneously while maintaining a high level of attention to detail.
  • Proactive, resourceful, and able to work independently with minimal supervision in a remote environment.
  • Familiarity with CRM systems and customer success tools (e.g., Hubspot, Intercom) is a plus.
  • Passion for helping customers succeed and for making a meaningful impact in a fast-paced, high-growth environment.
  • Bachelor’s degrees in Business or a related field.


Please note this job description cannot possibly cover every duty you may need to undertake, you may be asked by your line manager to handle other reasonable responsibilities commensurate with the role.


Why Join Intentwise?

At Intentwise, you’ll join a fast-growing team dedicated to transforming how brands and agencies optimize their advertising on Amazon and Walmart. We offer a competitive compensation package, the flexibility of remote work, and the opportunity to travel to major industry events. As a Customer Success Manager, you’ll play a crucial role in driving the company’s growth while benefiting from ample opportunities for personal and professional development.

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