Client Success Manager, eCommerce

Location:

US or Canada (Remote)
Travel: 25%

Level: Individual Contributor (No People Management)

We are seeking a Client Success Manager at Product Wind who is passionate about driving measurable client outcomes in the eCommerce space. In this role, you will own the client relationship post-sale, guiding customers through onboarding, adoption, and long-term growth. You are equally responsible for the commercial health of your portfolio including renewals, upsells, and expansion. When a client is ready to grow, you will own that conversation.

When a client is at risk, you will own the recovery. You are responsible for the full account lifecycle. You will act as a trusted advisor, helping brands and agencies succeed on marketplaces such as Amazon, Walmart, and Target, while leveraging Product Wind’s platform to optimize creator campaigns that drive eCommerce goals. This is a full-time, permanent position that can be done remotely from anywhere in the US or Canada.

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 Product Wind's platform and workflow best practices.
• Build trusted advisor relationships with key stakeholders, influencing strategic decisions across the account.

• 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 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.

• 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.

• 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…