Client Success Manager
About The Position
This Client Success Manager role serves as a force multiplier for the Client Success team - enabling Directors to focus on strategic growth and high-value merchant engagement by handling some of the behind-the-scenes coordination, analysis, and execution support. By improving the efficiency and effectiveness of the team, this role directly contributes to enhanced merchant performance, mitigating variability, improved operational efficiency, and execution of key initiatives. This role combines project coordination, reporting, data analysis, and cross-functional collaboration to help the Client Success team drive measurable results. The ideal candidate is organized, analytically inclined, and comfortable managing multiple workstreams.
Requirements
- Bachelor's degree preferred; fields include Business Administration, Marketing, Communications, or related experience.
- 1-2 years of experience in project coordination, business operations, and/or executive-level administrative role.
- Demonstrated expertise in creating and designing executive-facing PowerPoint presentations with a strong understanding of storytelling through data and visuals
- Advanced proficiency in Microsoft Excel, including the ability to build and manage complex spreadsheets, pivot tables, lookups, conditional formatting, and trend analysis
- Strong writing and communication skills with a demonstrated ability to draft professional, executive-level emails and documentation with a high degree of accuracy in grammar, structure, and tone
Nice To Haves
- Experience using project management and collaboration tools (e.g., Smartsheet, Monday.com, Asana, Airtable, Notion, or similar) to create workflows, trackers, and centralized documentation
- Familiarity with CRM systems (e.g., Salesforce, SugarCRM) and how to navigate and extract relevant client/merchant data
- Ability to distill complex data into concise, actionable insights for business reviews and presentations
Responsibilities
- Serve as the department's Marketing Ambassador, acting as the primary liaison with the Marketing team to manage all marketing-related initiatives, ensuring execution, alignment, and visibility across the Client Success team.
- Take ownership of monthly external-facing operational cadences, including rebate schedules and contractual monetary commitments tied to seasonal or tiered performance structures.
- Review and audit merchant contracts to ensure terms are accurately reflected in internal systems; proactively identify discrepancies and align with Directors on resolution.
- Track contract expiration dates and notify Directors well in advance to enable proactive renewal strategies and avoid lapses in partnership.
- Oversee and maintain the department's Merchant Profile Page, serving as the source of truth for how each merchant is set up within our systems. Conduct regular audits to validate accuracy across pricing, technology configurations, and program details. Ensure any changes are captured in a timely manner, properly communicated to relevant internal stakeholders, and fully documented for cross-functional alignment
- Build first-draft presentations for MBRs, QBRs, and Executive briefings using standardized templates and merchant performance data.
- Coordinate field-facing logistics such as SWAG, signage, and promotional shipments for merchant campaigns and events.
- Use strong Excel skills to manipulate datasets, analyze KPIs, and build visualizations that support strategic insights and decision-making.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
Number of Employees
5,001-10,000 employees
