Customer Success Manager, Agency Partnerships

Triple Whale is the AI operating system built for modern ecommerce. As an Agency Customer Success Manager, you will support agency partners by advising on marketing strategy, best practices, and feature functionality while collaborating closely with various teams to enhance the customer experience.

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

Requirements:

• 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
• Previous experience servicing customers in the ecomm space, highly preferred from a SaaS or agency environment