Customer Success Manager, Agency Partnerships - EMEA

Responsibilities

• Serve as the primary Customer Success partner for a portfolio of agency relationships, helping agencies and their clients achieve their business objectives with Triple Whale.
• Provide proactive guidance and support across technical questions, platform adoption, and strategic use cases via Slack, email, and video conferencing.
• Partner closely with Agency Partner Managers to strengthen relationships, identify expansion opportunities across agency-managed accounts, and proactively mitigate risk.
• Collaborate with Sales, Solutions Architects, Product, and Technical Support teams to deliver value and drive successful outcomes for agency partners and their clients.
• Own renewal forecasting and contribute to retention strategies across agency-managed accounts.
• Develop a deep understanding of Triple Whale's platform, the digital marketing landscape, and emerging industry trends to provide strategic recommendations and best practices.
• Lead and facilitate agency business reviews, enablement sessions, product discussions, and strategic planning conversations.
• Gather agency feedback, identify product gaps and integration opportunities, and advocate for customer needs by partnering with Product and Engineering teams.
• Monitor account health, adoption, and engagement to proactively identify opportunities to increase value and drive long-term success.
• Contribute to the continuous improvement of the customer journey, onboarding experience, and overall agency partner programme.

Requirements

• Experience managing customer relationships within e-commerce, digital marketing, SaaS, or agency environments.
• Strong understanding of digital marketing, attribution, analytics, and the broader e-commerce ecosystem.
• Demonstrated ability to build trusted relationships and influence stakeholders at all levels of an organisation.
• Excellent written and verbal communication skills, with confidence presenting to both small groups and executive audiences.
• A consultative and customer-centric approach, with a passion for helping customers achieve meaningful business outcomes.
• Strong commercial acumen and the ability to identify growth opportunities while maintaining long-term customer trust.
• Highly organised with exceptional attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Comfortable navigating technical conversations and learning new technologies quickly.
• Adaptable, proactive, and solutions-oriented, with a willingness to embrace change and take ownership.
• Positive, collaborative, and team-oriented, with a strong sense of empathy and accountability.
• Our Values
• We Are Customer Obsessed : From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly : The speed at which we work, iterate, and deliver value is our most competitive advantage.
• We Are Trustworthy : Candor, directness, and honest communication helps us learn, grow and improve so we can win together.
• We Are Curious : We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch : We act with honor, integrity and emp

Benefits

Additional Information

What Do We Do? Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you - pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce - Moby 2 - letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 60,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. What You're Applying For As an Agency Customer Success Manager at Triple Whale, you'll serve as a strategic partner to our agency ecosystem, supporting agencies that manage portfolios of brands on the Triple Whale platform. In this role, you'll combine relationship management, strategic consulting, and technical expertise to help agency partners and their clients maximise the value of Triple Whale. You'll work closely with agencies to drive adoption, solve complex challenges, identify growth opportunities, and ensure long-term success across their book of business. You'll partner cross-functionally with Agency Partnerships, Sales, Solutions Architecture, Product, and Support teams to deliver an exceptional experience while serving as a trusted advisor to some of the most influential agencies in the e-commerce industry.

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