Customer Success Manager - Lifestyle & Beauty

| Remote
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About Narrativ

Narrativ is building the commerce and payments infrastructure for the Creator Economy. We make it simple for creators to earn a full time income selling products from brands they love.

50 million people work in the Creator Economy today, but 95% don’t make enough to pay their monthly rent. Creators feel more pressure than ever to keep adding new revenue streams, from fan subscriptions to tips, and churn out a constant stream of new content just to get by.  Narrativ gives creators the opportunity to earn meaningful, reliable income in commerce without needing to have millions of fans.

Narrativ is changing this status quo - our platform gives creators commerce, not affiliate tools, to manage their businesses. Creators who were making less than $25K a year through affiliate are now earning $100K+ through commerce on Narrativ. These creators don’t need millions of followers - the majority of creators earning a full time income on Narrativ have between 50-300K subscribers. 

Narrativ has been recognized as a World Economic Forum Technology Pioneer and one of Fast Company World’s Most Innovative Companies alongside giants like Google, Microsoft, and Slack. Narrativ is committed to building a diverse team in a technology ecosystem that is anything but - the team is 42% women and 60% people of color today.

Do you share our vision for making the creator economy dream real for millions of people? Come join our team!

The Job:

Narrativ is scaling quickly and looking to hire talented and hungry-to-learn Customer Success Managers to help grow key accounts and optimize performance across the Narrativ platform. 

As a Customer Success Manager at Narrativ, you will serve a critical role in optimizing performance for industry leading brands and retailers in one or multiple verticals at Narrativ (these verticals include Clean Beauty, Luxury, and Celebrity-Led Brands).

You’ll be on the forefront of performance marketing as Narrativ is fundamentally opening a new acquisition channel for marketers that blends the best of brand and performance. We operate at a massive scale - your work will ensure that we successfully drive millions of dollars of revenue for some of the most well-known companies in e-commerce. 

You’ll get exposure to conversations and strategy sessions about some of the most exciting, cutting edge topics in marketing - everything from Twitch & Tik Tok to deploying VC funding for customer acquisition - while your individual work will directly impact the optimization of every dollar that our clients spend with us to drive results. 


Your Impact: 

  • Work closely with a team of Customer Success Director(s) to understand client goals and growth strategies in order to support campaign set-up and execution for clients
  • Monitor day-to-day account performance against goals to ensure campaigns and strategies are driving results as expected and that platform performance is optimized toward client and internal goals
  • Serve as a point of contact for client questions and platform troubleshooting
  • Execute data analysis and assist with the preparation of client reporting and presentations 
  • Drive and support subscription renewals on SAAS contracts 

 Requirements:

  • Domain knowledge in a combination of the following preferred: Digital/Technical customer success, high-growth tech startup, e-commerce performance marketing, SaaS marketing technology
  • Strong problem-solving and analytical skills: you thrive when investigating / “digging in” to solve problems and figure out drivers/potential solutions
  • Proficiency with data and some experience working with large data sets and/or building Excel models
  • Exceptionally high level of accountability - you are 100% reliable in follow-through and diligent about providing visibility and updates regarding your work 
  • Excellent communication skills to effectively collaborate internally and with clients

Important Notice: Narrativ will be going fully remote in 2021 and anticipate being a fully remote organization moving forward! 

Narrativ is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ScalaLanguages
    • JenkinsLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases
    • AWSDatabases
    • Google AnalyticsAnalytics
    • SalesforceCRM

Location

Our office was right in the center of Grand Central and very close to Bryant Park. But now we are operating fully remote!

An Insider's view of Narrativ

What’s the vibe like in the office?

Our office has an open layout that helps inspire collaboration, conversation and idea sharing. We are a growing start up so there is a mix between heads down work and banter. Some ideas are around how to best service our clients and others are about dooms day prepping and our water intake :)

Nathalie

Head of Talent

What kinds of technical challenges do you and your team face?

We are building a brand new self serve portal to onboard new clients on to the Narrativ platform. This will decrease time and resources needed to get new users on our platform while increasing the immediate value our clients see.

Kavya

Software Engineer/ Data Analyst

What does career growth look like on your team?

At Narrativ we have a culture of deep appreciation and your impact is rewarded. We make sure engineers have measurable and achievable goals that they define based on their own interests. I have seen engineers really up their game during my time here.

Joseph

Senior Data Engineer

What is your vision for the company?

At Narrativ, we believe e-commerce should serve the best in us. We’re building technology that makes it easier for brands to connect with shoppers through honest recommendations from diverse voices across the Internet, not ads. Those who join our team should share our passion for rewiring e-commerce and challenging the status quo.

Shirley

Founder & CEO

What's the biggest problem your team is solving?

One of the biggest challenges we are solving for now is translating our vibrant and collaborative office culture to be as vibrant and collaborative in a remote setting.

Nathalie

Head of Talent

What are Narrativ Perks + Benefits

Narrativ Benefits Overview

We offer competitive benefits (both for health insurance and monthly WFH stipends) that support our team members. It's also extremely important to provide support as we transition to working remote.

Culture
Volunteer in local community
We work with external partners to provide mentorship, learning and career opportunties.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Narrativ is led by founder & CEO Shirley Chen. Her experience as a female founder has taught her the importance of a diverse team, a value that is shared by the entire org.
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
We have a 15% pledge for sourcing when building out candidate pipelines
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
We partner with Classpass and NYHRC to offer our employees stipends and discounted memberships
Team workouts
Join us as we Peloton together!
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
We have a 200% match on any charitable donations that support the BLM movement or organizations fighting against racial injustices. In 2020, we donated over $40K!
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide 100% coverage for both primary and secondary caregivers for 12 weeks. The time can also be taken sporadically across the new child's first year!
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
$500 one-time payment and a $50 a month stipend for continuous support
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Customized development tracks
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