Customer Success Manager

About Trellis

Trellis is a B2B SaaS company that provides an AI-powered software platform for eCommerce merchants to generate more demand for their products. We use the latest advancements in artificial intelligence and automation to drive profitable sales for our clients. Our software platform currently supports marketplaces including Amazon, Walmart, and Shopify.

The Role

We are looking for a Customer Success Manager with strong Amazon Ads experience to own relationships with a portfolio of clients. You will be their main point of contact and trusted advisor. You'll make sure they get full value from the Trellis platform and hit their growth goals on Amazon. You will work closely with clients, our Amazon Ads specialists, and product stakeholders to drive performance, satisfaction, and retention.

Key Responsibilities

• Client Ownership: Manage a portfolio of clients through onboarding, ongoing engagement, and renewals. Build strong, long-term relationships.
• Performance Reviews: Analyze client performance on Amazon Ads and other channels. Lead regular business reviews and weekly recaps that tie results to client goals.
• Strategic Guidance: Advise clients on Amazon advertising strategy and on using the Trellis platform to meet their business objectives.
• Retention & Growth: Identify risks to client satisfaction early. Spot opportunities to expand accounts.
• Cross-Team Collaboration: Partner with Amazon Ads specialists, sales, and product teams so client needs are understood and met.
• Voice of the Customer: Bring client feedback, pain points, and feature requests to product discussions, backed by data.
• Industry Knowledge: Stay current on Amazon Ads features and eCommerce trends, and share relevant insights with clients.

Required Qualifications

• 2+ years in a customer success or account management role, ideally in SaaS, ad-tech, or an agency. Or 2+ years in Amazon Ads management.
• Solid working knowledge of Amazon Ads (Sponsored Products, Sponsored Brands, Sponsored Display).
• Ability to interpret performance data and explain it clearly to clients.
• Excellent written and verbal communication and relationship-building skills.
• Strong Excel skills.
• Strong attention to detail and organization.

Nice to Have

• Experience with Seller Central or Vendor Central.
• Experience with Walmart Connect.
• Amazon Ads certifications.

Why Join Us?

You'll be the link between our clients and our platform, helping brands grow in a competitive eCommerce landscape. You'll join a dynamic, customer-centric team in our Ottawa office.

Benefits of Working at Trellis

• Opportunity to join a rapidly growing technology start-up based in Canada
• Competitive stock option plan
• Comprehensive healthcare benefits
• Annual holiday shutdowns