Customer Success Manager (B2B eCom SaaS)

Hello, Client Success Managers!

My name is Alex and I am the VP of Growth at Tadpull – Our mission is to equip mid-sized businesses with data and AI tools to effectively compete against larger incumbents and demystify ecommerce growth by turning data into dollars. We collaborate with companies to help them master ecommerce and achieve consistent revenue growth year in and year out. Our tech-enabled services and software solution unlocks the power of smarter digital marketing for brands like Caterpillar, Vivint, Mystery Ranch, Oboz, Jackson Hole Resort, Spoonful of Comfort, and a host of others operating on platforms like Shopify, BigCommerce, Klaviyo or Oracle’s NetSuite.

We are looking to bring on a Client Success Manager who is motivated to join a company dedicated to building tools that help merchants thrive in the modern commerce space. Your background in e-commerce or digital marketing client-facing roles showcases your deep understanding of our industry, while your empathy and curiosity about helping merchants highlight your ability to connect with both team members and leaders on a profound level, ranging from e-commerce managers to the C-suite. We seek a gritty, detail-oriented, and professionally exceptional colleague to drive our growth and thrive in a flexible, innovative environment that aligns with the values and aspirations of our unique team-first culture.

This role is a full-time remote position with occasional in-person meetups and events.

Requirements

• You have a minimum of 3-5 years of client management experience within the e-commerce or digital marketing sector, with proven success managing clients across SEO, paid, and owned media experiences. 
• You have at least 2+ years of experience working in a marketing, AdTech, or e-commerce B2B SaaS business.
• You have a track record of setting goals and executing them with minimal oversight in a remote setting while managing international teams. 
• You possess experience interacting with C-suite and senior management teams. 
• You have experience with cross-selling or upselling clients on additional services and software offerings.
• Basic familiarity with Shopify, Klaviyo, Google Analytics, Looker Studio, Meta, and Google ad platforms and the data they produce, and how they fit in the marketing mix.
•  A bachelor’s degree in marketing, computer science, economics, mathematics, accounting, or psychology is required. An MBA or MS in a STEM field is preferred.

Nice to Haves:

• Experience with leadership roles in athletic, professional, or student clubs.
• Examples of side projects that are in the ecommerce or no code/low-code space.
• Background in competitive activities like sports, athletics, debating, or international chess.

Your responsibilities will include (but are not limited to):

• Managing Clients Day to Day: You support our client’s growth and profitability (and thus our own) by managing day-to-day tasks against an overall top-line revenue goal driven with our AI software. This involves executing within online project management systems, listening to client needs, escalating ideas or problems to daily assigned tasks, facilitating meetings, delegating to teams across different cultures, and anticipating client needs.
• Allocating Resources: With leadership, you help the team onshore and off allocate resources against financial goals and make suggestions for ways AI and delegation can further optimize these goals while freeing up our incredible digital marketers and data scientists to do focused and high-value work.
• Relentless Ongoing Education: Tadpull is a real-world hands-on MBA experience and rewards those that have this growth mindset and can perform at an exceptional level. You’ll have a chance to work alongside and learn from our cofounder who is a professor at Harvard Business School teaching digital marketing and analytics along with a world-class leadership team. You welcome the chance to consistently stay on top of trends, and learn about data and AI and the underpinnings of successful ecommerce businesses.
• Tech Proficiency: Demonstrate comfort with technology and a solid understanding of general digital marketing channels of SEO, Paid, Owned along with conversion rate optimization with basic analytics. Fluent in emerging trends in ecommerce while leveraging new tools. 
• Identify Expansion Opportunities: Work closely with channel experts to identify and service gaps in execution, leading to larger contract value for Tadpull by running annual and quarterly strategic meetings. You are able to clearly show with data where clients are leaving money on the table through either inefficiencies and sharing best practices. Accounts should naturally progress to upgrades for software and services based on sound business logic and in the process add more to your bonus compensation. 

Benefits

• Flexible work options, including remote work.
• 401K
• Health, dental, life, disability, and vision insurance.
• Budget for professional education opportunities.
• Commission opportunities from upsells.
• Wellness and cell phone stipends.
• Access to mentorship with industry leaders and a world-class advisory board who built The Trade Desk from inception to IPO (Market Cap of $40B).
• Clear career advancement paths for building and leading growth teams.
• A supportive, inclusive, and diverse work culture driven by data and the scientific method.

This Position Is Perfect For You If…

You’re Client-Oriented and a Problem-Solver.

You have a strong focus on building, maintaining, and scaling long-term relationships and are adept at understanding and anticipating client needs. You are skilled in providing tailored solutions, ensuring client satisfaction, and driving mutual success through proactive communication and problem-solving. You love optimizing systems and seeing the results create value for the client, the team, and yourself (in that order).

You’re Tech-Savvy.

You have a keen understanding of the latest technologies and trends and are proficient in leveraging digital tools to enhance productivity and innovation. You are skilled in troubleshooting, adapting to new software quickly, and implementing tech solutions to optimize workflows and drive success.

You are an Effective Communicator.

You are an efficient communicator with exceptional verbal and written skills, capable of conveying complex information clearly and concisely for clients and both US and offshore teams. Adept at active listening, fostering open dialogue, and ensuring mutual understanding to facilitate effective collaboration and achieve objectives. You have a reputation for great negotiating tactics that leave all parties aware of the constraints and happy with the outcome.

What we do:

Please check us out to get an understanding of who we are: 

Tadpull.com

Our hiring process is made up of five parts, so please be aware that you will need to dedicate time for a questionnaire, a video, two 1-on-1 interviews, and a test project with a product demo.

Thank you for taking the time to consider this position. I look forward to hearing from you soon!

Jake