This is an exciting opportunity to build, scale and expand a key team at one of the most exciting startups in New York. This is a major role with direct impact on almost all parts of our larger organization. We are looking for someone with a hybrid background in Client Success and Product Management, with the ability to effectively represent the Voice of the Customer. The ideal candidate has exceptional planning and execution skills, strong leadership and management experience and the foresight to grow our CSM team.
The Client Success Leader will scale and manage a team that works with our SMB customers to establish a partnership based on value and ROI. These partnerships are created by securing long-lasting relationships, based on exceptional service and delivering the full potential of the Yotpo suite of services.
The Role:
- Manage day-to-day performance of a team of Client Success Managers
- Be the point of escalation for all communications with customers
- Track the team metrics and report data to CS leadership on a regular basis
- Develop the digital marketing, e-commerce and consulting skills of our SMB team through continued education, with the intent of forming CSMs who become key stakeholders in the success of our customers
- Deploy a customer-centric Client Success model, maximizing ROI and overall value to our customers
- Embody company culture and maintain high team engagement
- Meet predefined retention and ACV goals through activities and direct reports
- Ensure correct usage of CRM and other CS applications
- Identify and manage opportunities to organically grow Yotpo’s portfolio of clients by delivering additional solutions and tools based on our business’ needs
- Proactively identify opportunities and points for optimization where we can deliver even greater value for our clients
- Develop and maintain a culture of customer centricity across all US-based teams
- Collaborate with our Client Success team in Tel-Aviv and present a unified and consistent customer experience for our customers worldwide
Requirements:
- 5+ years experience in a CSM or Account Management role - preferably in a SaaS environment
- 2+ years of people management experience within a high-growth organization
- Proven record of driving organizational change and innovation, ideally within a SaaS company
- Demonstrated knowledge of strategic account services techniques/processes including the ability to understand customer needs, overcome objections, develop solutions, negotiate and manage critical situations
- Experience in eCommerce and/or a consulting role preferred
- General understanding of the digital marketing space - including SEO/SEM, Social Media, Email marketing and eCommerce best practices
- High-level technical know-how in web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls
- Positive attitude and a remarkable ability to build rapport from initial conversation and throughout the client lifecycle
- Ability to work in hyper-fast paced and changing environment
- Desirable to have a record of success in driving customer adoption of technology in Mid-market and Fortune 500 organizations
- Ability to travel within the US and internationally
- Bachelor’s degree or equivalent experience, Master’s degree a plus but not required
- A valid U.S. work authorization
Why Yotpo?
- Yotpo is in the enviable position of working with the coolest, fastest-growing, and most innovative brands in commerce. Many of our customers launch with us, and many more grow with us. We’re pioneers in the most exhilarating area of the retail industry!
- Titles are just that. Everyone in the office has equal respect for each other and we genuinely enjoy spending time with one another, inside and outside the office.
- The opportunity to learn from and work closely with our VP of Customer Success and fellow Customer Success Managers in NYC and TLV
- We offer a competitive salary and benefits.
About Yotpo:
Yotpo is the leading customer content marketing platform for commerce brands. With Yotpo, businesses can collect every type of user-generated content and use it to build a stronger brand and better customer experience.
Yotpo’s integrated solution lets brands collect, curate, manage, and respond to user-generated content from a single platform. Through a combination of technology, integrations, and partnerships, Yotpo makes it easy to effectively leverage customer content throughout the buyer journey to increase trust, social proof, and sales.
Yotpo’s robust platform makes enterprise-level technology available to businesses of all sizes. That’s why the world’s leading commerce brands, like Away Travel, MVMT Watches, UnTUCKit, and Esurance, choose to grow with Yotpo. An official partner of Google, Facebook, and Shopify, Yotpo has raised $101 million in funding and has over 300 employees globally.
