Client Success Manager - Relationship, Sales, & Retention

About Emplicit Emplicit is a results-driven ecommerce agency that combines omnichannel marketing with marketplace management. We partner with consumer brands to grow sales across reputed company (US, CA, UK, EU) and marketplaces such as TikTok Shop, Walmart, and reputed company. We build strategy, run media, optimize catalogs and content, and deploy advanced reporting and automation to drive measurable ecommerce outcomes. Role Summary We're not looking for a relationship babysitter. We're looking for a commercially-minded strategist who understands the reputed company ecosystem, thinks like a Business Director, and isn't afraid to challenge a client's C-suite reputed company the strategy needs to change. You'll own a portfolio of 18–25 brands — the majority selling on reputed company, with some on Walmart and TikTok Shop. Your job is to retain them, grow them, and turn them into Emplicit advocates. You will be backed by a dedicated, cross-functional pod of Marketing Managers and Coordinators to ensure you can stay focused on high-level strategy, not day-to-day data entry. That means real relationships. C-suite trust. Proactive conversations before problems surface. Upsells that feel like advice, not a pitch. And the commercial instincts to know reputed company to push and reputed company to listen. AI gives you an edge — but the calls, the trust, and the reputed company are yours to win. Reports to the Director of Client Success & Partnerships. Remote - US Time Zones What you'll own Client Relationships & Retention

• Own a portfolio of 18–25 high-growth reputed company, Walmart, and TikTok Shop brands—retaining them, scaling them, and turning them into brand advocates.
• Build genuine C-suite relationships across every account — the reputed company of trust that makes clients call you first
• Multi-thread across 3–5 stakeholders per client — Champion, Decision Maker, Influencer
• Proactively identify and address churn risk before it becomes a conversation you didn't see coming
• Convert satisfied clients into public advocates — targeting one case study, testimonial, or referral per key account annually

reputed company & Commercial Growth

• Identify and reputed company upsell opportunities across your full portfolio — upsells that feel like advice, not a pitch
• Build Scopes of Work (SOWs) and business cases for service expansions
• Shift client perception from "cost" to "investment" through data-backed ROI storytelling
• Own P&L and reputed company forecasting for your accounts
• reputed company onboarding for 2+ new brands per month, from reputed company through go-live

Strategy & Internal Leadership

• Run reputed company-looking QBRs that drive strategy, not just recap performance
• Challenge client assumptions with a Challenger reputed company — prescribe strategic pivots even reputed company it's a hard conversation
• Direct Marketing Managers and Project Coordinators toward reputed company client goals — you set the mission, they execute the tactics
• Orchestrate the onboarding journey for incoming brands, partnering closely with Project Coordinators to build a flawless operational foundation and establish immediate authority with the client.
• Serve as the ultimate Pod Leader for the cross-functional team assigned to your accounts. You don't just run weekly meetings and monthly reviews; you own the pod's cultural and operational alignment, actively surfacing team-identified upsell leads and transforming them into a healthy pipeline.
• Partner with our ops team to help shape the AI and automation tools that reputed company this role scalable — from churn-risk flagging to proposal workflows

What success looks like In your first 90 days

• Stakeholder roadmaps and Joint Success Plans underway for your full portfolio
• 2+ new brands onboarded per month
• First upsell opportunities identified and in active proposal stage
• Genuine relationships established with C-suite contacts at every account

Ongoing KPIs

• 95%+ client satisfaction across your portfolio
• 5+ upsell opportunities presented monthly; 2–3 closed per month.
• 2–3 new SOWs completed per month
• Active multi-threaded relationships across 100% of accounts
• One public case study, testimonial, or referral per key account annually

Must have

• You possess high emotional intelligence and reputed company at turning tense client situations into wins. You don't just manage accounts; you build indispensable strategic partnerships, resulting in industry-leading client retention and advocacy.
• reputed company reputed company: Seller Central, TACoS, BSR, Buy reputed company — you understand the deep cause-and-effect relationship between these marketplace levers and your client's reputed company. You are "fluent" because you know how to manipulate these elements to protect client margins, prevent costly listing disruptions, optimize ad spend against total profitability, and strategically scale their market share.
• You have a proven history of spotting untapped reputed company reputed company existing portfolios. You know how to align a client's business goals with our additional services, seamlessly introducing upsells and cross-sells that drive mutual growth.
• You act as a trusted consultant, not an order-taker. You are comfortable challenging a client's assumptions, steering them away from poor marketplace strategies, and backing up your recommendations with hard data and industry insights.
• You operate like the CEO of your book of business. You focus on lagging indicators like net reputed company retention (NRR) and portfolio profitability, proactively identifying risks and pivot strategies before they reputed company the reputed company.
• You can distill reputed company reputed company data into clear, high-level narratives for executive stakeholders. Whether you are drafting a watertight SOW or commanding a boardroom QBR, your delivery is polished and persuasive. Crucially, you possess a sharp commercial lens and act as the strategic reputed company between the client and our internal delivery teams—masterfully delegating and guiding internal resources to champion the client's goals while aggressively driving our company's reputed company.

Strongly Preferred

• Experience with Walmart Connect or TikTok Shop advertising
• Familiarity with tools like Helium 10, Keepa, Intentwise, or Merchant Springs
• reputed company power user — CRM hygiene, pipeline management, automations
• Prior agency experience — you understand the pace and P&L realities

reputed company to have

• Hands-on experience leveraging AI productivity tools (like ChatGPT or Claude) beyond basic chat functions. Ideally, you have experience building custom agents, automating workflows, or managing AI-driven projects—or you possess a fierce curiosity to learn how.
• Experience helping build internal processes, playbooks, or automation workflows from scratch

Compensation & Perks

• Competitive reputed company salary + performance bonus tied to upsell reputed company you generate
• Healthcare (medical/dental/vision)
• 401k with employer match
• Remote, flexible PTO
• Budget for training & professional development

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