Senior Manager, Customer Success (Professional Services, eCommerce)

At Jungle Scout, we are on a mission to build the best Amazon competitive intelligence tools for Amazon sellers and brands.

We’re growing and we are looking to add a Senior Manager, Customer Success (Professional Services, eCommerce) to our fast-paced and customer-obsessed Customer Success team.

We have the opportunity to deliver a differentiated customer experience with the level of expertise our team has in the Amazon space as well as our product, to drive meaningful results for our customers. Our customers need more strategic guidance to execute on their Amazon strategy. This is where you come in!

The goal of this role is to bring structure and repeatable processes resulting in a high performing CSM team that consistently delivers outsized results for our customers and does so efficiently, driving increased retention and growth.

About the Team: Our Customer Success team is transparent, passionate, and customer-centric, with a focus on accountability and first principles problem-solving. We're intrapreneurial, outcome-focused, and driven by a growth mindset, constantly seeking innovative ways to add value. Through close collaboration and diverse perspectives, we redefine excellence in customer experience, empowering each other to thrive.

Location: We’re a remote-first company and looking to hire this person anywhere between the PST - EST timezone across the US or Canada (excluding Quebec).

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

Day in the Life:

• Setting Clear Vision and Goals: Set a clear vision of success and what good looks like; aligning the team around key objectives and removing obstacles hindering team success.
• Crafting Playbooks: Develop comprehensive playbooks tailored to the customer journey, ensuring consistency and effectiveness in customer interactions.
• Coaching and Development: Listen to customer calls, conduct regular 1:1 meetings, and provide coaching to enhance team performance.
• Monitoring Progress: Review team progress against goals, identify top at-risk accounts, and prioritize actions to mitigate churn and seize growth opportunities.
• Structure and Process Improvement: Establish repeatable processes and playbooks to improve the customer and business outcomes.
• Insights Sharing: Share key customer insights with Product and other GTM teams to drive enhancements and innovations in the product and customer experience.

Tech Stack:

• Churn Zero
• Salesforce
• PowerBI
• Pendo (in-app messaging)

Who You Are:

• Enterprise B2B SaaS Customer Success Leader: Proven track record in leading Customer Success teams in Enterprise B2B SaaS environments.
• eCommerce Experience: Deep understanding of the eCommerce landscape.
• Managed Services Expert: Experience in setting up and managing managed services, driving value for clients through premium support.
• Strategic Thinker: Possess a leadership mindset with strong business acumen, capable of thinking strategically to drive long-term success.
• People Developer: Skilled in coaching, mentoring, and developing team members to reach their full potential.
• Strong Communicator: Excellent verbal and written communication skills, with the ability to effectively convey complex ideas and solutions.
• Analytical: Proficient in data analysis and critical thinking, leveraging insights to inform decision-making and drive outcomes.
• Strong operational leadership: Track record of success implementing methodologies, playbooks and best practices to establish operational frameworks, repeatable processes, optimizing efficiency and driving results.
• Critical Thinking: Experienced in analyzing complex situations and data to identify opportunities, anticipate challenges, and devise innovative solutions that drive customer success and business growth.
• Customer-Centric: Deeply committed to delivering exceptional customer experiences and driving customer-centric initiatives.
• Change Management: Experienced in navigating and leading teams through organizational change and process improvements.
• Bonus - Amazon Experience! You have deep expertise in the Amazon ecosystem.

Note: The one constant in our evolving, dynamic environment is change. Needless to say, you’ll never get bored ;) The responsibilities listed above are our needs today but we are keeping future needs & opportunities in mind when hiring for this position. We value adaptability and a growth mindset in team members. Although it’s not promised, the successful candidate should be prepared for the possibility that their role may evolve over time as our business strategies and priorities change.

What you’ll get:

💥The BEST team. You’ll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun.

💥Remote-first culture. Jungle Scout has been remote-first since day one. We believe team members should work from the place where they do their best work. Whether that's working from home, in office at one of our hubs, a co-working space.

💥 A growth culture! We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training.

💥 Ability to make impact! Although it’s a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers.

💥 Competitive compensation packages! We structure our compensation packages to reward our team members' contributions to our company's success - you’ll have a bonus tied to performance and will be invested into our long-term success with Equity.

💥 Flexible Time Off. With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering.

💥 Comprehensive Health Benefits & Retirement Program. We offer comprehensive healthcare and retirement matching plans for eligible employees.

💥 Paid Parental Leave Policy. Jungle Scout values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family.

About Jungle Scout

Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, Jungle Scout today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their ecommerce businesses.

The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. We have a remote-first culture with employees across the world as well as in our hub offices in Austin, TX and Vancouver, BC. We believe team members should have the opportunity to choose the work environment that works best for them, so we give our team members the option of working from home, at one of our hub offices, or from a co-working space.

We prioritize Diversity, Equity, and Inclusion

At Jungle Scout, we recognize the value of different experiences, backgrounds and cultures. We hire intentionally, with this in mind.

Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to start date.