Customer Success Manager
Passionate about the online retail industry world and how shopping online impacts it?
Interested in working with Fortune 50, 100 and 500 companies to help them improve their products?
Want to get the inside scoop on the next football, mascara, or organic snack – before the entire world knows – and help the company that produces and designs it?
Then join us!
We are looking for a people person who knows how to pull and analyze business insights into a story for customers. Our power is our data and our customers get value by being able to see data they don’t get exposed to every day – this is where you come in!
The mission of our Customer Success Manager position is to establish relationships and long-term sustainable growth with our global Fortune 1000 clients. The Customer Success Manager serves as the internal voice of the customer and works with the Product and R&D teams to innovate new features. If you're passionate about transforming the way organizations work with consumer data analytics and successful, we'd love to hear from you.
Job Summary & Responsibilities
Actively serve a portfolio of assigned accounts – from the Kickoff stage all the way to renewal and up/cross sells
Understand the customers' business objectives and reasons for purchase and leverage our platform to achieve them.
Help our customers to define and meet their business objectives and KPIs
Drive customer software engagement and development of power users across customer organizations
Monitor ongoing usage trends and react accordingly
Solve ad-hoc customer issues as needed
Provide continuous customer feedback to Product team
Stay on top of current on industry trends
Lead client onboarding and training
Walk the fine line between insights provider and a business consultant
Implement Customer Success plans for assigned accounts
At least 2 of prior account management and/or customer success experience within SaaS– A MUST!
Excellent verbal and written communication skills
B.S. or B.A. in business management, finance, economics, or similar study
Experience with enterprise-level and/or strategic-level customers
Proficiency within Salesforce, Asana and any other CS/AM day to day tools
Fluent English – spoken and written
Ability to travel as needed
EST/PST work hours (although we do work Sunday-Thursday)
Significant advantage if you have:
SaaS experience as a Customer Success at business intelligence companies
Advanced Excel skills
Experience in the online retail industry from a customer success standpoint
Nice to Have:
SDR/BDR/Sales experience in the SaaS industry
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