Client Success Manager, eCommerce

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.