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 Amazon (US, CA, UK, EU) and marketplaces such as TikTok Shop, Walmart, and Target. 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 Amazon ecosystem, thinks like a Business Director, and isn't afraid to challenge a client's C-suite when the strategy needs to change.

You'll own a portfolio of 18–25 brands — the majority selling on Amazon, 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 when to push and when to listen. AI gives you an edge — but the calls, the trust, and the revenue 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 Amazon, Walmart, and TikTok Shop brands—retaining them, scaling them, and turning them into brand advocates.

● Build genuine C-suite relationships across every account — the kind 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

Revenue & Commercial Growth

● Identify and close 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 revenue forecasting for your accounts

● Lead onboarding for 2+ new brands per month, from handoff through go-live

Strategy & Internal Leadership

● Run forward-looking QBRs that drive strategy, not just recap performance

● Challenge client assumptions with a Challenger mindset — prescribe strategic pivots even when it's a hard conversation

● Direct Marketing Managers and Project Coordinators toward unified 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 make 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 excel 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.

● Amazon fluency: Seller Central, TACoS, BSR, Buy Box — you understand the deep cause-and-effect relationship between these marketplace levers and your client’s bottom line. 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 revenue within 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 revenue retention (NRR) and portfolio profitability, proactively identifying risks and pivot strategies before they affect the bottom line.

● You can distill complex Amazon 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 bridge 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 bottom line.

Strongly Preferred

● Experience with Walmart Connect or TikTok Shop advertising

● Familiarity with tools like Helium 10, Keepa, Intentwise, or Merchant Springs

● HubSpot power user — CRM hygiene, pipeline management, automations

● Prior agency experience — you understand the pace and P&L realities

Nice 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 base salary + performance bonus tied to upsell revenue you generate

● Healthcare (medical/dental/vision)

● 401k with employer match

● Remote, flexible PTO

● Budget for training & professional development