Manager, Customer Success & Support

Manager, Customer Success & Support Chicago, IL | Hybrid, 3 days per week in office

At Jungle Scout, we are on a mission to build the best Amazon competitive intelligence tools for Amazon sellers and brands.

Jungle Scout's enterprise platform, Cobalt, is how major brands and retailers compete and win on Amazon. We're looking for a Manager, Customer Success & Support to own the post-sale experience for Cobalt and the support experience for Catalyst — and to build the team, systems, and processes that turn retention and expansion into a repeatable engine.

This role reports to the CRO and leads a team of 6 Customer Success Managers and 2 Customer Support Managers. You'll have real latitude to decide how to structure and scale your org as the business grows, including whether you carry accounts yourself. What matters is that customers expand and the team performs.

About the Role

You'll be accountable for net revenue retention and expansion across the Cobalt portfolio. That means building the playbooks, processes, and tooling that help your team deliver consistent, high-quality customer experiences — without adding headcount every time the business grows. AI is a genuine lever here, and you'll lead the build-out of AI-forward workflows for both CS and Support that make your team smarter, faster, and more scalable.

What You'll Do

Customer Retention & Expansion

• Own net revenue retention and upsell targets for Cobalt, working closely with Sales to maximize account value.
• Build and execute a customer engagement strategy that drives product adoption, reduces churn, and surfaces expansion opportunities.
• Partner with Product to close the loop between customer feedback and roadmap.

Team Leadership & Org Design

• Lead and develop 6 Customer Success Managers and 2 Customer Support Managers, building a high-performance culture with clear accountability.
• Determine how to structure the team for the current stage of the business, and evolve that structure as we scale.
• Set performance expectations, coach to outcomes, and build the kind of team people want to stay on.

AI-Forward Operations

• Lead the build-out of AI-powered tooling and workflows across CS and Support, with a focus on scale and efficiency.
• Identify where automation can reduce manual work, improve response times, and free your team to focus on high-value customer interactions.
• Build a team culture where experimenting with AI tools is expected, not exceptional.

Customer Support Excellence

• Oversee support operations for both Cobalt and Catalyst, ensuring fast, high-quality resolution across channels.
• Work with your Support Managers to build scalable processes, reduce ticket volume through proactive engagement, and improve self-serve options.

Cross-Functional Partnership

• Serve as the internal voice of the customer, partnering with Product, Sales, and Marketing on outcomes that benefit both customers and the business.
• Collaborate with the CRO and leadership team on reporting, forecasting, and strategic planning for the CS and Support functions.

What Success Looks Like in 6 Months

• Net revenue retention is trending up and you have a clear view of what's driving it.
• Your team is executing a consistent, repeatable customer engagement model.
• AI tools are embedded in at least one key CS or Support workflow, with measurable impact.
• You've made a call on team structure, and it's working.
• Support operations are running efficiently and customer satisfaction is moving in the right direction.

Who You Are

• 5+ years in Customer Success, with at least 2 years leading teams in a B2B SaaS environment.
• Proven track record of owning and improving net revenue retention and upsell outcomes.
• Comfortable leading both CS and Support functions, with a clear understanding of how they connect.
• Hands-on with AI tools in a CS or Support context, or have a sharp, specific point of view on how to get there.
• An org designer at heart: you think about team structure and capacity with the same rigor you bring to customer strategy.
• A strong communicator who can hold executive-level customer relationships and influence internally at the leadership level.
• Based in Chicago and available to work from our office 3 days per week.

Bonus Points

• Experience with enterprise or strategic accounts in an ecommerce or marketplace context.
• Familiarity with CS platforms such as Gainsight, Totango, or similar.
• Background scaling a team through rapid growth without proportional headcount increases.