Client Success Manager, eCommerce

The Role:

We are seeking a Client Success Manager at ProductWind who is passionate about driving measurable client outcomes in the eCommerce space. In this role, you will own the client relationship post-sale, guiding customers through onboarding, adoption, and long-term growth. You are equally responsible for the commercial health of your portfolio including renewals, upsells, and expansion.

About the Role

• Own the client relationship
• Serve as the primary point of contact for a portfolio of SMB, mid-market, enterprise, and agency customers
• Lead onboarding, ensuring a smooth transition from Sales to Client Success and a fast time-to-value
• Train clients on ProductWind's platform and workflow best practices
• Build trusted advisor relationships with key stakeholders, influencing strategic decisions across the account
• Drive adoption and results
• Proactively analyze account health and campaign performance to identify optimization opportunities
• Provide strategic recommendations that empower clients to become platform champions and product experts
• Encourage testing of all available solutions to maximize value and drive credit consumption toward burn-down goals
• Translate performance data into clear, actionable insights for clients
• Own renewals and grow accounts
• Proactively identify upsell, cross-sell, and expansion opportunities and lead them through to close
• Build and present growth proposals tied to client business goals and measurable ROI
• Track Gross Revenue Retention (GRR) and expansion pipeline as core metrics alongside campaign performance
• Proactively address engagement risks, maintain account health, and own the recovery plan when accounts are at risk
• Collaborate for impact
• Partner with Operations, Sales, and Product to share customer insights and influence product innovation
• Act as the voice of the customer internally, advocating for features and improvements that enhance client outcomes

Requirements

• 3+ years in client success, account management, or eCommerce campaign management
• Proven track record owning a book of business against a commercial target such as a renewals quota, GRR goal, or expansion ARR
• Comfort with commercial conversations including discovery, business case development, pricing, and contract negotiation
• Hands-on experience with Amazon and other marketplaces (Target and Walmart preferred)
• Familiarity with eCommerce advertising strategies (Paid Search, SEO, Retail Media) and marketplace ecosystems, with prior hands-on campaign execution experience a strong plus
• Proven ability to manage multiple accounts in a fast-paced, high-growth SaaS environment
• Strong communication, problem-solving, and project management skills
• Ability to analyze performance data, conduct account audits, and present actionable recommendations
• Self-starter who thrives in ambiguity and adapts quickly to change
• Able to travel approximately 25% and based in a location with reliable travel access to major hubs

Benefits

• Unlimited PTO
• Choice of medical insurance (US and Canada)
• Extended holiday time off
• Equal Opportunity