Client Success Manager

Client Success Manager Job Description THIS IS A FULLY REMOTE (WORK FROM HOME) POSITION. Customer Success Manager About Springbig Springbig is the leading SaaS loyalty, marketing, and customer engagement platform serving retailers and brands across highly regulated industries throughout the U.S. and Canada. We empower businesses to build stronger relationships with their customers through advanced data, automation, and analytics — helping them drive retention, growth, and revenue. Headquartered in Boca Raton, FL, with additional offices in Seattle and Toronto, Springbig supports hundreds of clients across thousands of locations, engaging millions of consumers through its platform every day. Position Overview We are seeking a Customer Success Manager (CSM) who is passionate about helping mid-market clients achieve measurable business growth using Springbig’s platform. As a CSM, you’ll act as a trusted advisor, partnering closely with your customers to optimize their marketing strategies, expand platform adoption, and identify new opportunities for success. Our mission is simple — deliver exceptional service and results through deep product expertise, proactive engagement, and strong communication. This role is ideal for someone with a proven background in SaaS account management, marketing automation, or e-commerce strategy, and who thrives in a fast-paced, high-impact environment. How You’ll Make an Impact Serve as the primary partner for a portfolio of SMB clients, driving adoption, retention, and measurable business outcomes. Analyze client performance data and deliver strategic recommendations tied to digital marketing, engagement, and campaign execution. Lead onboarding, quarterly reviews, and ongoing success planning while collaborating cross-functionally to resolve issues and elevate client experience. Serve as a strategic partner for ~40 mid-market and enterprise customers, acting as their primary point of contact and trusted advisor. Drive revenue growth by helping clients optimize email, SMS, and loyalty program performance using the Springbig platform. Collaborate with clients to develop customized marketing strategies aligned with their business objectives and audience behavior. Transform workflows by introducing AI-driven solutions and smarter systems that enhance campaign efficiency and analytics. Build strong, long-term relationships with stakeholders, ensuring alignment between client and Springbig goals. Provide consultative support across technical and non-technical teams, helping customers maximize platform value and ROI. Champion customer feedback internally, working cross-functionally to improve platform experience and overall satisfaction. Contribute to a positive, collaborative team culture rooted in empathy, innovation, and accountability. Who You Are 3+ years of Customer Success or Account Management experience supporting SMB clients in a fast-paced SaaS environment. Proven background in digital marketing, including campaign optimization, customer engagement strategies, or marketing automation platforms. Strong communication, data-driven decision-making, and relationship-building skills with the ability to manage a high-volume book of business. Proven track record of building and nurturing relationships with multiple stakeholders within mid-market or enterprise accounts. Hands-on experience with email and SMS marketing platforms and CRM systems such as Salesforce A creative problem solver who enjoys finding new ways to deliver measurable outcomes for clients. Strong program management skills, capable of leading projects from scoping and planning through execution and success measurement. A natural communicator with excellent verbal and written skills, comfortable leading conversations via phone, video, and email. Curious, adaptable, and eager to learn new technologies — including AI-powered tools and marketing automation workflows. Thrives in a fast-paced, evolving environment, balancing multiple priorities with precision and energy. Experience in e-commerce, digital marketing, or highly regulated industries is strongly preferred. What’s it like to work at Springbig? It’s awesome! We’re a driven, passionate, responsible group who values professional growth and work life balance. Why you should work with us: We are a fun start-up, with a start-up culture Our company is continually growing and always innovating and creating new features for ourselves and our clients Full benefits package (Health, Dental, Vision, Life) 401k with matching Unlimited PTO Company atmosphere is collaborative, passionate and fun. Casual dress code Work with some of the best & brightest technical minds in the industry! We learn from and share knowledge with each other every day. #li-remote