Manage a book of SMB clients, serving as a trusted advisor to drive retention, renewals, adoption, and account growth. Educate customers on SPINS data products, provide insights and best practices, manage communications and escalations, mitigate churn risks, and advocate for customer needs with Product and Data teams. The role requires strong presentation, problem-solving, analytical, interpersonal, and account management skills, along with syndicated data experience and proficiency in Excel and PowerPoint.
Who We Are
For over 20 years, SPINS has been a leader in recognizing the transformative power of data in retail. We offer our clients cutting-edge tools to attract attention from a fast-growing segment within the Health & Wellness industry, the values-based consumer. Nearly half of shoppers prioritize products that emphasize wellness, social responsibility, and sustainable practices. SPINS retail consumer insights, analytics, and consulting services give our clients a competitive advantage to increase their share of this growing market. Our data is the most comprehensive and accurate in the industry, allowing clients to power AI models and machine learning algorithms that help them better understand and meet their customers' needs. At SPINS, behind all of our impressive data is our real differentiator, our people. We pride ourselves on our collaborative, flexible, and communicative culture that puts people at the center of everything we do.
Customer Success Manager
Summary
The Customer Success Manager will be assigned a book of business according to the strategic needs of the segment. This high-impact role will handle multiple clients in an entrepreneurial, problem-solving environment. You will be responsible for renewing and growing your clients’ business by acting as a 'trusted advisor'; gaining a deep understanding of their business, challenges, needs, and goals, and helping them derive maximum value with SPINS. This position offers the opportunity to collaborate with customers and internal teams across SPINS to educate, engage, and empower customers to achieve their strategic goals, reporting to the Manager, Customer Success within the Success Organization.
Job Duties & Responsibilities
- Become a SPINS product expert and use this knowledge to educate, coach, and mentor clients on our data, tools, and solutions.
- Distill best practices across client base and deliver insights and advice based on those practices.
- Independently own customer retention and growth, including communication, system entry and mitigation of potential retention risk.
- Manage proactive communication and client touch points including change management from a data and product perspective.
- Develop strategies to expand engagement, enable adoption and mitigate churn to drive long-term account growth.
- Cultivate strong customer champions and advocates.
- Anticipate client needs and manage client escalations that are raised to you from your sales and support partners and the customer.
- Act as the voice of your customer by capturing and communicating client needs and feedback to Product and Data teams.
Requirements:
Education & Experience
- BA/BS degree in Business Administration or related quantitative field of study.
- 3-5 years of experience in customer-facing success, account management, sales or strategic consulting role; enterprise software or SaaS experience is preferred.
- Demonstrated ability to communicate, present, and influence credibly and effectively at all levels of the organization, including executive and C-level.
- Demonstrated ability to creatively problem solve and solution to drive customer value with SPINS data and products
- Technical aptitude, analytical mindset and intermediate or higher experience with Microsoft Excel and PowerPoint
- Self-starter manages time efficiently, able to complete work in a timely manner without active supervision is required.
- Ability to prioritize and multitask while maintaining diplomacy, tact, and poise under pressure when working through customer issues.
- Strong interpersonal skills and experience building collaborative relationships both internally and externally to facilitate a flawless customer experience.
- Can-do, positive, and team-oriented attitude
- Experience working with syndicated data (preferred SPINS, The Nielsen Co., IRI and/or data in a
- Consumer-Packaged Goods manufacturing setting) is required
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: $75,000-$80,000
Note: Applicants must be authorized to work for any US employer. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
#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.
For details about the information SPINS’s collects about our applicants and how we use it, please see the SPINS Privacy Policy here.
Similar Jobs
Cloud • Fintech • Food • Information Technology • Software • Hospitality
Manage high-volume inbound and outbound customer engagements to drive retention and long-term success. Lead consultative retention discussions, handle objections and pricing negotiations, diagnose customer needs, document interactions, use account data for decision-making, and collaborate with Sales, Support, Product, and Finance. The role requires strong communication, negotiation, prioritization, data interpretation, and real-time problem-solving skills.
Top Skills:
ChilipiperFive9Google SuiteHexSalesforceSlack
Fintech • Software
Manage a large portfolio of SMB SaaS customers, serving as the primary contact and driving adoption, retention, renewals, and expansion. Build customer relationships, identify churn risks, resolve issues with internal teams, and use customer data, usage analytics, and AI-driven tools to improve outcomes. Collaborate cross-functionally with sales, marketing, product, and support while developing customer advocacy through testimonials and case studies.
Top Skills:
Google SheetsExcelSaaSSalesforceSlackVitally
Automotive
Manage an SMB dealership portfolio to drive retention, adoption, and growth. Build stakeholder relationships, analyze account performance, run business reviews, identify risks/opportunities, coordinate cross-functional solutions, and document activity in Salesforce while leveraging AI tools for insights and productivity.
Top Skills:
Ai ToolsExcelGoogle AnalyticsLookerSalesforce
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
