Customer Success Manager

Customer Success Manager

Chicago, IL | On-site

Jungle Scout is seeking a driven, data-fluent Customer Success Manager to support a portfolio of some of the world's most promising emerging and enterprise brands selling on Amazon. This is a full-time, on-site role in Chicago managing a high-volume book of business — typically 40-60 accounts — with a strong focus on renewals, data-driven advisory, and long-term account value.

In this scaled CSM role, you'll balance strategic relationship management with operational excellence: proactively engaging customers with Cobalt data and insights, identifying risk and growth opportunities, and ensuring clients consistently realize ROI. You'll partner closely with Sales, Support, Product, and Marketing to deliver an exceptional customer experience at scale.

What You'll Do

Renewal Ownership and Upsell

• Own the end-to-end renewal process across your portfolio of 40-60 accounts, forecasting risk early and building the business case for renewal well ahead of contract dates
• Maintain accurate health scores and renewal forecasts in CRM and customer success platforms
• Proactively identify churn risk using usage data and account signals, and build mitigation plans before risk becomes attrition
• Proactively identify upsell by canvassing buyers, building relationships, and using existing partnerships.

Data-Driven Advisory

• Use our industry leading market data — market share, share of voice, ad performance (ACoS/ROAS), and pricing trends — to guide customers toward measurable Amazon growth outcomes
• Run regular touchpoints and enablement sessions that translate platform data into clear, actionable business recommendations, not just feature walkthroughs
• Analyze customer performance metrics and feedback to inform engagement strategy and flag internal product/process improvements

Customer Relationship Management

• Serve as the primary post-sale contact, building trusted, consultative relationships with ecommerce leaders and operators at emerging and enterprise brands
• Drive adoption across Cobalt's core pillars — Market Research, Campaign Optimization, and Brand Management — to deepen account value and stickiness
• Advocate for customers internally while helping shape scalable success programs across the book

Cross-Functional Partnership

• Partner with Sales, Support, Product, and Marketing to resolve issues and enhance the customer journey
• Surface expansion opportunities uncovered through account work and hand off cleanly to Sales
  
  

What We're Looking For

• Proven track record in Customer Success, Account Management, or Client Services, ideally in a high-volume/scaled model within B2B SaaS or ecommerce
• Demonstrated success owning renewals and driving retention outcomes across a large book of business
• Comfortable working with data — able to interpret metrics like market share, ACoS/ROAS, or share of voice and turn them into a business narrative for the customer
• Strong, consultative relationship-building skills with ecommerce leaders and operators
• Excellent communication, presentation, and problem-solving skills
• Highly organized and proactive, comfortable managing competing priorities across 40-60 accounts in a fast-paced environment
• Experience in ecommerce, SaaS, or technology preferred
• Bachelor's degree in Business, Marketing, or related field preferred
  

Note: The one constant in our evolving, dynamic environment is change. Needless to say, you’ll never get bored ;) The responsibilities listed above are our needs today but we are keeping future needs & opportunities in mind when hiring for this position. We value adaptability and a growth mindset in team members. Although it’s not promised, the successful candidate should be prepared for the possibility that their role may evolve over time as our business strategies and priorities change.

What you’ll get:

💥The BEST team. You’ll work alongside the smartest, most passionate, and kindest humans day in and day out making work fun.

💥 A growth culture! We have tons of opportunities for you to elevate your skills and take you to that next step; we are here to help you find the ones that matter most to you through exposure and training.

💥 Ability to make impact! Although it’s a highly collaborative culture, team members are empowered to work autonomously and take extreme ownership of their work. You'll have the opportunity to truly make a difference and impact our customers.

💥 Competitive compensation packages! We structure our compensation packages to reward our team members' contributions to our company's success - you’ll have a bonus tied to performance and will be invested into our long-term success with Equity. 

💥 Flexible Time Off. With our generous PTO and recognition of local holidays, escape to the beach, recharge mentally, or use your Volunteer Time Off (VTO) to give back through volunteering.

💥 Comprehensive Health Benefits & Retirement Program. We offer comprehensive healthcare and retirement matching plans for eligible employees.

💥 Paid Parental Leave Policy. Jungle Scout values the importance of family and offers a paid parental leave that provides the support and flexibility you need to embrace this special time in your life. We also offer a ramp-back period for a seamless transition for you and your family.

About Jungle Scout

Jungle Scout is the leading all-in-one platform for selling on Amazon, supporting more than $50 billion in annual Amazon revenue and 10 global Amazon marketplaces. Founded in 2015 as the first Amazon product research tool, Jungle Scout today features a full suite of best-in-class business management solutions and powerful market intelligence resources to help entrepreneurs and brands manage their ecommerce businesses. 

The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success. 

We prioritize Diversity, Equity, and Inclusion 

At Jungle Scout, we recognize the value of different experiences, backgrounds and cultures. We hire intentionally, with this in mind.

Jungle Scout is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Use of AI

Jungle Scout uses AI-assisted tools to support our recruiting process in areas such as scheduling, organizing application materials, summarizing resumes and interview notes, and helping our recruiters review candidate information more efficiently. These tools assist our recruiters and hiring managers — they do not screen out, rank, or make hiring decisions about candidates. All hiring decisions are made by people.

If you would like more information about how AI is used in our hiring process, would prefer an alternative process, or need to request an accommodation, please contact us at [operations@junglescout.com]. Requesting an alternative process will not affect your candidacy.

All offers of employment at Jungle Scout are contingent upon clear results of a comprehensive background check. Background checks will be conducted on all final candidates prior to start date.