Manager, Client Success

Manager, Client Success

Location: The role can be remote; ideally Seattle/Bellevue Candidates preferred.

Company Overview:

XMARS, powered by SparkX, is an AI-powered ad management platform for brands, sellers, and agencies, on Amazon and beyond. We deliver exceptional advertising performance through AI-powered ad technology, advanced analytics, and expert services that give advertisers unparalleled advantages. Our technology enables both advertisers and our own experts to create customized advertising programs that consistently increase sales, saves time in campaign creation and optimization, and delivers consistent campaign performance. By providing advertisers with flexibility and transparency in how they want to utilize the best of AI and human intelligence, we empower them to customize the level of automation and granularity of their advertising strategies.

We recently won the prestigious Technology Innovation Award from Amazon Ad Partners, highlighting the transformative nature of our platform.

Position Overview:

It is your responsibility as the Manager of Client Success to ensure that our clients' experiences begin on the right foot, to provide best-in-class support to our clients, and to oversee the work of other Client Success Managers. Your team is client-centric and understands customer needs in all that they do. Additionally, you will continuously seek out opportunities to enhance our onboarding processes. You will build and scale workflows and documentation to support client growth. You will work cross-functionally with all internal stakeholders, mentor Client Success Managers, identify up-sell opportunities, and find creative solutions to reduce churn.

Key Responsibilities

• Responsible for leading the Client Success Management team at Xmars. This includes onboarding, training, and mentoring team members.
• Train CSMs on how to identify and grow their assigned book of business by introducing new services and up-selling opportunities.
• Maintain strong relationships with key agencies and brands while providing tactical and strategic support to our Enterprise accounts.
• Providing lead support for client escalations as well as adopting a client-centered approach to solving problems.
• Provide expert insight during webinars and sales support as needed while leading the development of training materials.
• Keep Enterprise users up-to-date with Xmars' latest features, allowing them to maximize its potential.
• Assist in the resolution of technical issues relating to the functionality and updates of Xmars.
• Ensure clear communication with the Product Team by compiling product reports and systematically documenting errors.
• Serve as the lead subject matter expert for utilizing Xmars and resolving technical issues.

Qualifications:

• 5-7+ years' experience in Amazon digital advertising (Search/DSP) with a deep understanding of the industry.
• 5+ years of experience with Martech SaaS tools similar to Xmars.
• 1-2 years’ of experience leading a team.
• Experience with any of the following e-commerce advertising platforms: Amazon, Walmart, Instacart, Xmars, or Criteo
• A proven track record of success in customer success, consulting, or pre-sales.
• Excellent interpersonal skills, with an emphasis on teamwork and customer service.
• The ability to thrive in an ambiguous and dynamic start-up environment with a knack for problem-solving and flexibility.
• Ability to effectively manage both tactical tasks and strategic planning.
• Strong technical aptitude with excellent problem-solving and troubleshooting skills.
• Strong communication skills, both written and verbal.

Why SparkX- Xmars:

• Competitive pay (base + up to 10% commission bonus)
• Unlimited PTO
• Comprehensive benefits package including health, and dental
• We strongly prioritize professional development, and there are limitless opportunities for career growth
• Collaborative and innovative work environment