At Jungle Scout, we are on a mission to empower entrepreneurs and brands to grow successful e-commerce businesses, and we provide the industry-leading data, powerful tools, and resources they need.

We’re growing and we are looking to add a passionate Customer Success Manager with an eCommerce/ Amazon Advertising background to our fast-paced and customer-oriented Enterprise Customer Success team. 

Location: We’re a remote-first company and looking to hire this person in the United States or Canada (expect Québec).

Interested in learning more? Let’s get into the details:

In the Customer Success role, you will:

• Client Success Advocacy: Drive client success through onboarding, training, and account management, serving as the primary advocate for Jungle Scout. Take ownership of both existing and new customer accounts, ensuring their success with Downstream and Cobalt. Act as project and relationship manager, overseeing all aspects of the customer relationship and collaborating with internal and external stakeholders.
• Value Demonstration and Alignment: Understand customer goals and showcase the value of our products to foster alignment and drive adoption. Lead kickoff and onboarding processes, guiding customers towards key "aha" moments with Downstream and Cobalt.
• Performance Metrics and Satisfaction: Meet performance metrics including adoption, ROI, expansion, and renewals. Maintain high customer satisfaction and referenceability.
• Relationship Cultivation and Expansion: Cultivate key customer relationships and develop strategies for account expansion. Partner with Account Manager to identify value-added tools and achieve renewal targets.
• Customer Engagement and Feedback: Represent the Voice of the Customer, advocating for customer needs and enhancements to shape the Product Roadmap. Provide regular updates on customer engagement, usage, feedback, and growth opportunities.
• Collaborative Improvement: Collaborate with Product, UX, and Sales teams to address user feedback and improve product value. Deliver tailored training based on customer use cases.
• Issue Resolution and Support: Serve as the primary point of contact for customers, ensuring timely resolution of issues.

Who you are: 

• Amazon Expert. You are an Amazon expert with experience working with e-commerce tools, brands, agencies, or selling on Amazon, Walmart, or other marketplaces.You have a solid understanding and practical experience managing Amazon Advertising PPC and Amazon DSP. You are familiar with Amazon Sponsored Ad management tools or prior professional experience in digital advertising. You have experience working with either Seller Central, Vendor Central or Walmart Marketplace managing accounts or customers.
• Enablement and Clarity. You possess a natural acumen for teaching and enabling others, finding fulfillment in providing clarity and guidance. You have extremely strong communication and presentation skills, both written and verbal. You have the ability to create content in a variety of forms, including written and video.
• Product Expert. You possess technical proficiency and a quick grasp of product functionalities in order to be able to help our customers use and obtain value from them.
• Deep Customer Empathy. Customer empathy is at the core of your approach, demonstrated through your adeptness in active listening and problem discovery. Your knack for identifying customer pain points and aligning them with our product's capabilities makes you indispensable in driving customer success.
• Analytical. You have the ability to help customers actualize value and interpret the data into insights. You can also synthesize information and draw conclusions based on trends, and data. 
• Strong Stakeholder Management. You adeptly navigate stakeholder relationships, confidently engaging with C-suite executives and guiding conversations toward productive outcomes.
• Scrappy & Intrapreneurial. You embody a scrappy and intrapreneurial approach, demonstrating resourcefulness in overcoming challenges. With a growth mindset, you eagerly embrace learning opportunities, adapting swiftly to changes to drive continuous improvement.
• Relationship Builder. Your expertise in building relationships shines through as you cultivate connections and collaboration internally and externally, strengthening partnerships and driving mutual success.
• Bonus: Bilingual or more (Spanish, French, German, Italian)