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Head of Customer Success

4 months ago

Charleston, United States Elevar Full time
Job DescriptionJob Description

Elevar, recently acquired by Buxton, is a leading SaaS company empowering online merchants to build a robust data foundation. We simplify server-side event tracking, providing merchants with actionable insights to fuel smarter decisions, accelerate growth, and achieve their goals.

This exciting acquisition combines Elevar's expertise in online analytics and our dynamic conversion tracking solution for fast-scaling e-Commerce brands with Buxton's retail analytics prowess, creating an omni-channel powerhouse in the industry. Together, we aim to provide data-driven insights and shape the future of customer engagement across all channels.

Who are we looking for?

We're looking for someone who can build and operate our customer onboarding and retention processes. If you love eCommerce and thrive in a startup environment where you will be relied on to build out new processes and coach other customer success managers - please read on.

At Elevar, Customer Success Managers manage the self-onboarding, activation, and ongoing usage of Elevar and the new tracking solutions provided for our direct-to-consumer brands like Vuori, Thrive Causemetics, and Bulletproof coffee. We also have a team of analysts that our customer success team partner with on a daily basis to ensure our customers tracking challenges are solved.

Requirements

What will you do?

When sales sell the product, that's the initial sale. After that, the CS sells the product every single month.

  • Manage a 3-5 ppl team that will be responsible for reaching 110% annual revenue retention
  • Develop and operate the onboarding and retention processes at Elevar. Once a merchant decides to use Elevar, you and your team will help them onboard and reach their “aha” moments using our Product Led Growth approach
  • You'll use your learnings to produce case studies and develop new marketing use cases.

Your team becomes responsible for delivering results.

  • You'll be responsible for the retention and expansion KPIs at Elevar, including: activation rate, activated customer rate, retention rate, 6 star experiences, and time to activation.
  • Collaborate with our product team to build a better Elevar. Our most important clients' feedback is very important for us - you'll help us translate their feedback into feature requests.

You’ll educate and grow your team

  • Document CS processes and ensure the team is trained and empowered
  • Develop professional career plans
  • Manage team of customer success managers

About you

  • 5+ years of customer success management experience, with at least 2 years in B2B
  • You have at least three years of management experience.
  • You have exceptional writing abilities. You regularly produce and distribute content.
  • You have a proven track record of driving measurable success to business clients
  • You are a great communicator
  • Excellent follow-up skills with great attention to detail.
  • You enjoy creating new processes, documenting, and training

You love helping people understand.

  • You have a passion for building and maintaining relationships while working to mitigate churn and drive engagement and renewals.
  • You want to grow something big in the next couple of years. You enjoy working hard and delivering a great impact to an organization.

Must Have Experience with...

  • Experience in a SaaS B2B eCommerce or Digital Marketing startup
  • Experience as a Customer Success Manager being proactive and strategic
  • Experience with Shopify, Hubspot, and Marketing Attribution
  • Knowledge of Client vs. Server Side Tracking is a bonus

Benefits

Benefits & Perks at Buxton

Buxton has been taking care of its employees and their loved ones for 30 years with a commitment to providing quality benefits programs that are comprehensive, flexible, and affordable. Giving employees the best in benefit plans is one way we can show that, as an employee, you are our most important asset.

  • Benefits effective the first day of the month following hire date
    • Health benefits, company-paid long-term disability, voluntary short-term disability, company-paid Life and AD&D insurance, voluntary supplemental Life insurance (employee/spouse/child), and health and dependent care flexible spending accounts all effective the first day of the month following the month of hire.
    • Free Virtual Medical Visits for employees and dependents enrolled in a medical plan.
  • Quarterly enrollment 401(k) Savings and Investment Plan with 50% company match up to 6% of the employee contribution. 100% vested in only 3 years
  • 9 paid holidays
  • Employee Assistance Program

Employment is contingent upon the successful completion of a background check, as we are dedicated to providing a safe and secure work environment for all Buxton stakeholders. Please note that while we value global perspectives, we are unfortunately unable to sponsor work visas at this time. Applicants must be currently authorized to work in the United States.

About Buxton

Buxton is the global leader in retail customer analytics. Backed by 30 years of expertise, we leverage a unique blend of data, analytics, and AI to empower businesses to understand their customers, increase the efficacy of their marketing campaigns, optimize site selection, and drive growth. With our recent acquisition of Elevar, a dynamic conversion tracking solution for fast-scaling e-Commerce brands, together we create an omni-channel powerhouse, and aim to provide data-driven insights and shape the future of customer engagement across all channels.

Our commitment to diversity

At Buxton, we believe that diversity of thought, background and experience makes us stronger. We are committed to building an inclusive workplace where everyone feels valued and empowered to bring their authentic selves to work. We value an environment of belonging, where diverse perspectives are celebrated, and each individual has the support and resources to thrive.

EEO statement

Buxton is committed to a diverse and inclusive workplace. Buxton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. All employment is decided on the basis of qualifications, merit, and business need.