Customer Success Manager, Enterprise

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. What You're Applying For: As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success. This CSM will own relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. We are prioritizing candidates based in New York, NY for this specific role. What You'll Do: Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale. Revenue and renewal forecasting Understand customers’ goals, and implementing tailored success plans Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals. Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices Lead and present at client meetings, both in-person and over video conference Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements Contribute to the continued development and improvement of the Triple Whale Customer experience What You'll Bring: Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment Ability to thrive in a dynamic, fast paced startup environment Superb written and verbal communication skills Quick learner Flexible, embraces change and new responsibilities Excellent computer skills and tech savvy Service-oriented, passionate about providing top notch service to our clients Detail-oriented, capable of handling multiple responsibilities at once Positive attitude, empathy, and high energy Thrives in a collaborative team environment Our Values We Are Customer Obsessed : From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. We Move (Very!) Quickly : The