Summary

We’re looking for someone who loves building relationships, solving problems, and translating product features into real-world impact. You’ll be part of a team reshaping how brands think about discovery and conversion across digital surfaces.

Job Overview

• Job type: Full time
• Work setting: Work from home
• Location: Remote (Worldwide)
• Salary: $97 K base
• Employer: SPINS

 Responsibilities

• Build Strong– and Positive-client Relationships through proactive communication and regular touchpoints, including phone calls, e-mails, and live screen-sharing sessions, to help clients succeed with our commerce enablement platform.
• Become a Product Expert in our tools and use your knowledge to educate, coach, and mentor clients – empowering them to drive brand engagement and leverage digital touchpoints.
• Independently own Customer Retention by monitoring client health, managing communication and system updates, and proactively addressing potential churn risks.
• Develop Strategies to Expand Engagement, enable adoption, and mitigate churn — identifying ways to increase client value through upsell and cross-sell opportunities.
• Ensure Smooth Process during Onboarding by collaborating with the implementation team and preparing new clients for success post-launch, aligning activation to their goals, and digital strategy.
• Distill and Share Best Practices across your portfolio, offering actionable insights, and tailored recommendations to enhance customer success.
• Anticipate Client needs and Manage escalations, serving as a trusted advisor to your clients and collaborating closely with internal teams across Sales, Product, and Support.
• Act as The Voice of the Customer by capturing and relaying feedback to internal teams, helping to inform platform improvements and evolve our offerings in line with client needs.
• Work Collaboratively across Functions within the entire SPINS portfolio to ensure client growth opportunities are actively supported and promoted.

Requirements

• Aligned to SPINS Core Values: Direct, Determined, Passionate & Collaborative
• 3-5 years of Experience in customer success, client services, account management, and/or support – ideally in digital media, retail media, ad tech, or shopper marketing
• Familiarity with Retail Media Platforms, shopper engagement tools, and/or e-commerce journeys across brand and retailer environments
• Clear and Confident Communication skills with the ability to distill complex workflows and guide clients through both strategic and technical conversations
• Ability to Build Strong Relationships with brand marketers and cross-functional internal teams
• Comfortable discussing Digital Platform functionality – able to collaborate effectively with product and implementation teams on light-technical needs
• Proficiency in tools like Salesforce, Outreach, Zendesk, and Excel – familiarity with reporting dashboards and campaign metrics is a plus
• Organized, Detail-oriented, and Adaptable — able to manage multiple client needs in a fast-paced, evolving environment
• Curious, Proactive Mindset with a collaborative and client-first approach

The following is strongly preferred:

• CPG, Retail, or Natural/Specialty industry is a plus.
• Familiarity of Contract-management systems including DocuSign, Salesforce and/or other CPQ management tooling is preferred

Salary Range: $97 K base + $17,600 variable comp plan. Customer Success bonus plan.

#LI-AO1 #LI-Hybrid

What SPINS Offers

We have enjoyed tremendous growth over the years and, as a leader in a fast-growing industry, we have no plans to slow down! While all that growth brings excitement, it is also an opportunity for SPINS to show it values the health and wellness of its team members.

• We embrace hybrid work options so that you have the flexibility to create a work/life balance that actually works!
• Each employee is allotted paid time to use to volunteer with an organization of their choice and charitable donations are matched.
• Semi-annual company-wide employee survey that is used to shape company programs, perks, and culture.

The SPINS Way

• Direct – We communicate with clarity, honesty and respect in all situations and embrace opportunities to provide solution-oriented feedback.
• Determined – We are committed to overcoming all obstacles to achieve results. We adapt to change, seek opportunities to learn and rapidly translate that learning into action.
• Passionate – We go above and beyond to help our partners achieve their goals. We challenge assumptions and are comfortable forging new paths.
• Collaborative – We leave our egos at the door, believing that working together we will produce an outcome that’s greater than each individual contribution.

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