Customer Success Manager | E-comm/Retail Media Agency

My client, a leading eCommerce and retail media agency, is seeking a Customer Success Manager to join its growing team. This performance-driven organization helps consumer brands accelerate growth across Amazon marketplaces throughout North America through a combination of retail expertise, strategic consulting, and advanced advertising solutions. Known for its collaborative culture and data-driven approach, the agency partners with well‑known brands to deliver measurable results while fostering a culture of innovation, accountability, and continuous learning. The Role This is an exciting opportunity for a Customer Success Manager to support a portfolio of consumer brands, including one large strategic account. This position plays a critical role in driving client retention, identifying growth opportunities, and serving as a trusted advisor on Amazon advertising and retail performance. This role will combine strategic thinking with exceptional relationship management and execution skills to help brands achieve their business objectives. Responsibilities: • Manage and grow a portfolio anchored by a large strategic account. • Develop account plans, success metrics, and growth roadmaps. • Lead business reviews, presenting insights and actionable recommendations. • Identify expansion opportunities and drive account retention. • Connect advertising performance with retail health, inventory, content, and competitive trends. • Facilitate client meetings with clear agendas, action items, and follow-through. • Maintain project timelines and ensure accountability across deliverables. • Provide strategic guidance on Amazon Sponsored Ads, DSP, and retail programs. • Translate platform updates into practical recommendations. • Deliver client‑facing training sessions and educational presentations. • Mentor team members and contribute to onboarding and best‑practice development. • Support continuous improvement initiatives across the organization. Requirements: • 5+ years of account management or customer success experience. • Strong expertise with Amazon Sponsored Ads, DSP, and retail programs. • Experience working within an agency, eCommerce, retail media, or similar environment. • Proven ability to manage strategic accounts and build long‑term relationships. • Strong analytical skills with the ability to interpret data and communicate insights. • Excellent presentation, communication, and stakeholder management abilities. • Experience using project management platforms and reporting tools. • Familiarity with Amazon tools such as Helium10, Keepa, or similar platforms is considered an asset. • Ability to travel within North America as required.

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