Customer Success Manager, Agency Partnerships

Triple Whale

8h•$100,000 - $125,000•Remote

About The Position

Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. As an Agency Customer Success Manager at Triple Whale, you will focus on and support our agency partners who handle a portfolio of brands on Triple Whale. Your core responsibility will be working with agencies as a trusted consultant and technical problem solver - advising on marketing strategy, best practices and feature functionality. We are prioritizing candidates based on the West Coast of the US or those who can comfortably work during Pacific Standard Time (PST) hours.

Requirements

Previous experience servicing customers in the ecomm space, highly preferred from a SaaS or agency environment
Ability to thrive in a dynamic, fast paced startup environment
Superb written and verbal communication skills
Quick learner
Flexible, embraces change and new responsibilities
Excellent computer skills and tech savvy
Service-oriented, passionate about providing top notch service to our clients
Detail-oriented, capable of handling multiple responsibilities at once
Positive attitude, empathy, and high energy
Thrives in a collaborative team environment

Responsibilities

Proactive support to agency technical inquiries and problems via Slack, Support chat, and email
Work closely with the Agency Partner Managers to deepen the relationship, identify areas for expansion within their portfolio, and flag enablement needs and risks
Closely collaborate with Sales, Solutions Architects, and Support to provide maximum support and value for our agency partners and their clients
Revenue and renewal forecasting for agency-managed accounts
Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
Lead and present at agency meetings, both in-person and over video conference
Lead discussions with agencies to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
Contribute to the continued development and improvement of the Triple Whale Customer experience