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Customer Success Executive

1 month ago

Irvine, California, United States AppHub Full time

About Us

AppHub's mission is to continue to create software to advance the future of commerce. We're achieving this by delivering and building upon a comprehensive suite of ecosystem leading apps all providing unparalleled customer support that helps e-commerce businesses reach new heights.

Our comprehensive product lineup encompasses 25 individual solutions that cater to various aspects a ecommerce retailer will need such as reviews, conversion, marketing, and shipping, all of which are compatible with both Shopify and non-Shopify platforms. Our integrated and bundled solutions deliver a smoother experience for retailers at any stage of their journey.

Joining the AppHub global team is an incredibly exciting opportunity right now. We are currently on an exceptional trajectory of growth and investment, fueled by our unwavering commitment to providing the highest quality products in the ecommerce marketplace.

The Customer Success Strategist at AppHub plays a pivotal role in strategic projects focused on enhancing our global customer success maturity. The role will involve collaborating with cross-functional teams, identifying customer success improvement areas, and implementing and monitoring strategies to ensure customer satisfaction, retention, and expansion. Additionally, you will drive improvements to processes and operations through Vitally.i.o, our internal customer success operations platform to support your Customer Success peers.

What you'll do:

  • Develop and execute a comprehensive global customer success strategy with the Director of Customer Success, aligned with the company's objectives. (Retention, Expansion, and Churn Prevention)
  • Trial strategies on Customers to personalize and optimize before roll out Drive enablement and adoption of new strategies internally with the Customer Success Team
  • Serve as a strategic advisor to the internal Customer Success Team and Customers, leveraging your in-depth understanding of the platform and industry best practices.
  • Provide insights and recommendations to maximize the value customers derive from our platform.
  • Analyze customer data and feedback to identify key trends and areas for improvement in customer success initiatives.
  • Collaborate with the marketing and sales teams to identify upsell and cross-sell opportunities within the existing customer base.
  • Monitor and report on key performance metrics, providing regular updates to the management team on the effectiveness of customer success initiatives.
  • Act as a point of escalation for customer concerns, working closely with internal teams to address and resolve issues promptly. Ensure timely communication and a high level of customer satisfaction
  • Design and implement scalable processes and frameworks to enhance customer onboarding, adoption, and retention using
  • Implement and optimize processes and operations using to streamline customer success operations and enhance the overall efficiency of the Customer Success team.

What you'll need:

  • Proven experience in customer success or account management, preferably in a global SaaS company.
  • Demonstrated experience in leading and implementing strategic customer success initiatives that have led to improved customer satisfaction and retention.
  • Strong analytical skills with the ability to interpret complex data and customer feedback to drive actionable insights.
  • Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.
  • Exceptional project management skills with the ability to manage multiple projects simultaneously.
  • Familiarity with CRM software and customer success management tools.
  • A passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points.
  • Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic work environment.

Why Choose AppHub?

  • Culture: You will be part of a culture of innovation, empowerment, collaboration and fun
  • People: Our global team is made up of individuals with an entrepreneurial spirit and enthusiasm for their work.
  • Industry: You'll be part of the Ecommerce SaaS industry that's set to experience rapid growth and expansion in the next five years.
  • Compensation: You will be provided with a competitive compensation package.
  • Benefits: Comprehensive medical, dental and vision coverage, 401K plan.