SPINS Ventures, a Chicago-based SaaS company, is seeking our first Customer Success Manager.

By leveraging SPINS’ industry-leading proprietary data and analytics, our technology enables deeper, more engaged relationships between Retailers, Brands and Consumers through our platform, web, and mobile products.

Now, we need the individual that will allow us to do the same for our own customers.

WHO ARE WE?

• We eat collaboration and curiosity for breakfast
• We communicate quickly and succinctly
• We believe in roles instead of jobs
• We take initiative independently and hurdle challenges together
• We discuss, debate, decide and do with the same rapidity as we iterate our platform
• We are a talent ecosystem whose health is predicated on each individual’s ability to support every other individual’s success.

WHAT DO WE NEED?

We are officially embarking on the journey to creating a superior Customer Success Organization.

Until now, account management and customer service has been a shared responsibility across multiple individuals in the company. While this has served us in the days before our number of Retailers was in the double-digits, we have reached the point where dedicated leadership in this part of the business is critical to our growth plans.

On Day One, you will have all of the tools and procedures currently in place, but our goal is for you to own the Customer Success Organization and develop programs that not only meet our immediate needs, but are scaleable to support hundreds of Retailers and their shoppers. As the primary communicator with our Retailers and Users - your insights, strategies, and KPIs will be the lense through which business decisions are made and validated.

Your first 90 Days will be a Building Period. You will work directly with our Director of Operations and Chief Product Officer to design and engineer strategic programs for Retailer Account Management and Chat Support for users of our apps.

As the new Customer Success programs take hold, you will take ownership of our current Retailer accounts and become their trusted advisor as well as handle Chat Support to keep our users engaged. From there, you, our Chief Product Officer, and Director of Operations will grow and scale the business to maximize the opportunities.

• Someone energetic, empathic and earnest
• Someone who wakes each morning thinking of which opportunity they will grab today
• Someone that refuses to give up when the path isn’t paved
• Someone that consistently delivers quality work on schedule
• Someone who would rather build the right tool to do the job than wait until they’re handed one
• A creative thinker as adept at looking at the Big Picture as they are at the details
• An obsessive perfectionist that knows when to put down the paintbrush and ship
• The kind of person that can expertly use an Onion headline as an analogy in a serious strategy meeting.