Role description
Client Success Manager
LocallyAbout Locally
Locally.com is the leading market expert in online-to-offline shopping solutions, bridging the gap between buyers and brands. Our platform provides clear visibility into product availability, enabling buyers to find what they need at nearby stores while helping brands retain loyal customers and gain valuable business insights. Locally.com's real-time inventory tracking enhances the digital shopping experience by making it more personalized and efficient. Our comprehensive tools, including store locators, product locators, and transaction handling, drive brand sales at the retail level.
About the Role
We are seeking a proactive, organized, driven, relationship-driven Client Success Manager (CSM) to join our expanding team. As a CSM at Locally, you'll be the main point of contact for a portfolio of brand and retail partners, ensuring they derive maximum value from our platform, achieve their business goals, and have a best-in-class experience. This role is ideal for someone who thrives on building strategic relationships, solving problems creatively, and working cross-functionally in a fast-paced, collaborative environment.
Key Responsibilities
Own the customer lifecycle from onboarding through renewal for a book of brand and retail accounts. Own a book of business between $1.5M-$2M in annual revenue.
Build trusted, consultative relationships with key stakeholders and act as their primary advocate within Locally.
Understand each client’s business objectives and define success metrics and KPIs.
Proactively drive adoption, identify opportunities for expansion, and surface product feedback.
Collaborate cross-functionally with Sales, Product, Engineering, and Support to ensure client needs are met.
Monitor account health and engagement; identify and mitigate risks early.
Lead quarterly or bi-annual business reviews to showcase value and reinforce strategic alignment.
Track activities in CRM and contribute to ongoing improvements in internal processes.
What We’re Looking For
2-3+ years in a customer success, account management, or client-facing role (ideally in SaaS, eCommerce, or AdTech).
Exceptional communication and relationship-building skills.
Comfortable storytelling with data.
Ability to understand and speak to both business and technical stakeholders, as well as executive leadership.
Strong organizational skills with the ability to manage multiple priorities.
Comfortable using tools like Salesforce, Slack, Zoom, Gong, Linear, Excel/Google Sheets, and project management platforms.
A proactive, organized, solutions-oriented mindset with a passion for helping clients succeed.
Experience working with retailers, e-commerce, brand marketing teams, or in a retail tech environment is a plus.
Why Join Locally?
Work with a passionate, collaborative, and remote-friendly team.
Be part of a growing company making a real impact on local commerce.
Competitive salary, flexible work environment, and great benefits.
The chance to work with some of the world’s leading retail brands and partners.