Customer Success Manager - Destini Team

Spins - Chicago, IL

Full-time - Mid Level

Hybrid - Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager for the Destini Team at SPINS plays a crucial role in advocating for clients, focusing on maximizing retention and delivering exceptional customer experiences. This position involves managing a dedicated book of business, acting as a trusted advisor to clients in the food, beverage, and body brands sectors. The role requires a deep understanding of client challenges and goals to help them succeed with Destini's solutions, emphasizing relationship building and proactive communication.

Responsibilities

• Become a Destini product expert and educate clients on solutions.
• Build strong client relationships through proactive communication and regular touchpoints.
• Independently own customer retention by monitoring client health and addressing potential risks.
• Develop strategies to expand engagement and mitigate churn, identifying up-sell and cross-sell opportunities.
• Ensure smooth client onboarding by collaborating with the implementation team.
• Distill and share best practices across the client base to enhance engagement.
• Anticipate client needs and manage escalations, acting as a trusted advisor.
• Gather and convey client requirements and feedback to inform product development.

Requirements

• BA/BS degree in Business Administration or a related quantitative field.
• 3-5 years of experience in a customer-facing success, account management, sales, or strategic consulting role.
• Direct experience with SaaS solutions, preferably in a Consumer Packaged Goods environment.
• Strong analytical mindset with problem-solving and decision-making skills.
• Exceptional communication skills for engaging with stakeholders at all levels.
• Proficient in Microsoft Office, with advanced Excel skills preferred.
• Ability to manage multiple projects with attention to detail in a fast-paced environment.
• Self-starter with excellent time management and collaborative relationship-building skills.
• Strong interpersonal and negotiation skills.

Nice-to-haves

• Experience in CPG, Retail, or natural/specialty industry.
• Familiarity with contract management systems like DocuSign and Salesforce.

Benefits

• Hybrid work options for better work/life balance.
• Paid time for volunteering with matched charitable donations.
• Semi-annual company-wide employee surveys to shape company culture.