Client Success Manager - Relationship, Sales, & Retention

Emplicit•Seattle, WA

4d•Remote

About The Position

Emplicit is a results-driven ecommerce agency that combines omnichannel marketing with marketplace management. We partner with consumer brands to grow sales across Amazon (US, CA, UK, EU) and marketplaces such as TikTok Shop, Walmart, and Target. We build strategy, run media, optimize catalogs and content, and deploy advanced reporting and automation to drive measurable ecommerce outcomes. We're not looking for a relationship babysitter. We're looking for a commercially-minded strategist who understands the Amazon ecosystem, thinks like a Business Director, and isn't afraid to challenge a client's C-suite when the strategy needs to change. You'll own a portfolio of 18–25 brands — the majority selling on Amazon, with some on Walmart and TikTok Shop. Your job is to retain them, grow them, and turn them into Emplicit advocates. You will be backed by a dedicated, cross-functional pod of Marketing Managers and Coordinators to ensure you can stay focused on high-level strategy, not day-to-day data entry. That means real relationships. C-suite trust. Proactive conversations before problems surface. Upsells that feel like advice, not a pitch. And the commercial instincts to know when to push and when to listen. AI gives you an edge — but the calls, the trust, and the revenue are yours to win. Reports to the Director of Client Success & Partnerships. Remote - US Time Zones

Requirements

You possess high emotional intelligence and excel at turning tense client situations into wins. You don't just manage accounts; you build indispensable strategic partnerships, resulting in industry-leading client retention and advocacy.
Amazon fluency: Seller Central, TACoS, BSR, Buy Box — you understand the deep cause-and-effect relationship between these marketplace levers and your client’s bottom line. You are "fluent" because you know how to manipulate these elements to protect client margins, prevent costly listing disruptions, optimize ad spend against total profitability, and strategically scale their market share.
You have a proven history of spotting untapped revenue within existing portfolios. You know how to align a client's business goals with our additional services, seamlessly introducing upsells and cross-sells that drive mutual growth.
You act as a trusted consultant, not an order-taker. You are comfortable challenging a client’s assumptions, steering them away from poor marketplace strategies, and backing up your recommendations with hard data and industry insights.
You operate like the CEO of your book of business. You focus on lagging indicators like net revenue retention (NRR) and portfolio profitability, proactively identifying risks and pivot strategies before they affect the bottom line.
You can distill complex Amazon data into clear, high-level narratives for executive stakeholders. Whether you are drafting a watertight SOW or commanding a boardroom QBR, your delivery is polished and persuasive. Crucially, you possess a sharp commercial lens and act as the strategic bridge between the client and our internal delivery teams—masterfully delegating and guiding internal resources to champion the client’s goals while aggressively driving our company’s bottom line.

Nice To Haves

Experience with Walmart Connect or TikTok Shop advertising
Familiarity with tools like Helium 10, Keepa, Intentwise, or Merchant Springs
HubSpot power user — CRM hygiene, pipeline management, automations
Prior agency experience — you understand the pace and P&L realities
Hands-on experience leveraging AI productivity tools (like ChatGPT or Claude) beyond basic chat functions. Ideally, you have experience building custom agents, automating workflows, or managing AI-driven projects—or you possess a fierce curiosity to learn how.

Responsibilities

Own a portfolio of 18–25 high-growth Amazon, Walmart, and TikTok Shop brands—retaining them, scaling them, and turning them into brand advocates.
Build genuine C-suite relationships across every account — the kind of trust that makes clients call you first
Multi-thread across 3–5 stakeholders per client — Champion, Decision Maker, Influencer
Proactively identify and address churn risk before it becomes a conversation you didn't see coming
Convert satisfied clients into public advocates — targeting one case study, testimonial, or referral per key account annually
Identify and close upsell opportunities across your full portfolio — upsells that feel like advice, not a pitch
Build Scopes of Work (SOWs) and business cases for service expansions
Shift client perception from "cost" to "investment" through data-backed ROI storytelling
Own P&L and revenue forecasting for your accounts
Lead onboarding for 2+ new brands per month, from handoff through go-live
Run forward-looking QBRs that drive strategy, not just recap performance
Challenge client assumptions with a Challenger mindset — prescribe strategic pivots even when it's a hard conversation
Direct Marketing Managers and Project Coordinators toward unified client goals — you set the mission, they execute the tactics
Orchestrate the onboarding journey for incoming brands, partnering closely with Project Coordinators to build a flawless operational foundation and establish immediate authority with the client.
Serve as the ultimate Pod Leader for the cross-functional team assigned to your accounts. You don't just run weekly meetings and monthly reviews; you own the pod's cultural and operational alignment, actively surfacing team-identified upsell leads and transforming them into a healthy pipeline.
Partner with our ops team to help shape the AI and automation tools that make this role scalable — from churn-risk flagging to proposal workflows