Jungle Scout

Manager, Customer Success & Support

Chicago, IL · Contract

Sponsorship not specifiedDetected 67 days ago

ForecastingCustomer SuccessCustomer SupportResearchLeadershipAdaptability

About the role

You'll be accountable for net revenue retention and expansion across the Cobalt portfolio.

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.
Set performance expectations, coach to outcomes, and build the kind of team people want to stay on.
Lead the build-out of AI-powered tooling and workflows across CS and Support, with a focus on scale and efficiency.
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.

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.
Experience with enterprise or strategic accounts in an ecommerce or marketplace context.
Familiarity with CS platforms such as Gainsight, Totango, or similar.

Jungle Scout's enterprise platform, Cobalt, is how major brands and retailers compete and win on Amazon.

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.

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 prioritize Diversity, Equity, and Inclusion

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.
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.
You'll have the opportunity to truly make a difference and impact our customers.
The Jungle Scout team is a group of smart, motivated, and fun-loving professionals working hard to help our customers achieve success.
At Jungle Scout, we recognize the value of different experiences, backgrounds and cultures.

This listing is sourced directly from Jungle Scout's careers page and normalized into a canonical job model.