Client Success Manager, eCommerce

Client Success Manager, eCommerce Location: US or Canada (Remote) Travel: 25% Level: Individual Contributor (No People Management) We are seeking a Client Success Manager at ProductWind who is passionate about driving measurable client outcomes in the eCommerce space. In this role, you will own the client relationship post-sale, guiding customers through onboarding, adoption, and long-term growth. You are equally responsible for the commercial health of your portfolio including renewals, upsells, and expansion. When a client is ready to grow, you will own that conversation. When a client is at risk, you will own the recovery. You are responsible for the full account lifecycle. You will act as a trusted advisor, helping brands and agencies succeed on marketplaces such as Amazon, Walmart, and Target, while leveraging ProductWind’s platform to optimize creator campaigns that drive eCommerce goals. This is a full-time, permanent position that can be done remotely from anywhere in the US or Canada. What You'll Do Own the client relationship • Serve as the primary point of contact for a portfolio of SMB, mid-market, enterprise, and agency customers. • Lead onboarding, ensuring a smooth transition from Sales to Client Success and a fast time-to-value. • Train clients on ProductWind's platform and workflow best practices. • Build trusted advisor relationships with key stakeholders, influencing strategic decisions across the account. Drive adoption and results • Guide campaign strategy in partnership with internal execution teams to ensure alignment with client goals and optimal platform performance. • Proactively analyze account health and campaign performance to identify optimization opportunities. • Provide strategic recommendations that empower clients to become platform champions and product experts. • Encourage testing of all available solutions to maximize value and drive credit consumption toward burn-down goals. • Translate performance data into clear, actionable insights for clients. Own renewals and grow accounts • Own the full renewal cycle for your portfolio, including forecasting, negotiation, and on-time close. • Proactively identify upsell, cross-sell, and expansion opportunities and lead them through to close. • Build and present growth proposals tied to client business goals and measurable ROI. • Track Gross Revenue Retention (GRR) and expansion pipeline as core metrics alongside campaign performance. • Proactively address engagement risks, maintain account health, and own the recovery plan when accounts are at risk. Collaborate for impact • Partner with Operations, Sales, and Product to share customer insights and influence product innovation. • Act as the voice of the customer internally, advocating for features and improvements that enhance client outcomes. Position Requirements • 3+ years in client success, account management, or eCommerce campaign management. • Proven track record owning a book of business against a commercial target such as a renewals quota, GRR goal, or expansion ARR. • Comfort with commercial conversations including discovery, business case development, pricing, and contract negotiation. • Hands-on experience with Amazon and other marketplaces (Target and Walmart preferred). • Familiarity with eCommerce advertising strategies (Paid Search, SEO, Retail Media) and marketplace ecosystems, with prior hands-on campaign execution experience a strong plus. • Proven ability to manage multiple accounts in a fast-paced, high-growth SaaS environment. • Strong communication, problem-solving, and project management skills. • Ability to analyze performance data, conduct account audits, and present actionable recommendations. • Self-starter who thrives in ambiguity and adapts quickly to change. • Able to travel approximately 25% and based in a location with reliable travel access to major hubs. ProductWind Values • Customer-Obsessed: Focused on delivering measurable client value. • Curious and Proactive: Constantly seeking new ways to solve problems and innovate. • Results-Driven: Accountable for delivering outcomes, not just activity. • Ownership Mindset: Takes initiative and follows through with excellence. Benefits • Unlimited PTO • Choice of medical insurance (US and Canada) • Extended holiday time off Equal Opportunity ProductWind is an inclusive and diversity-friendly employer. We value difference, promote equality, and challenge discrimination. We welcome and encourage applications from people of all backgrounds and do not discriminate on the basis of disability, race, color, ethnicity, gender, gender identity, religion, sexual orientation, age, veteran status, or other protected categories.