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Senior Customer Success Manager
2 months ago
About Our Client
The hiring company is a mission-driven organization dedicated to enhancing the buyer's journey and fostering a renewed connection with leading brands.
Company culture:
This is a place where we strive to bring a more human touch to the world of commerce. We are committed to creating an inclusive and diverse workplace, where everyone's unique backgrounds and talents are valued. With over 350 employees from across four countries, we are united in our goal of serving brands worldwide.
About The Role
The Senior Customer Success Manager role involves partnering with customers to provide exceptional service. Working under the guidance of the Director of Customer Success, this individual will serve as the primary point of contact for their customer portfolio, responsible for maintaining client relationships and driving revenue growth while ensuring high levels of customer satisfaction. We are seeking a person with exceptional relationship-building skills, a customer-centric mindset, as well as a combination of technical and sales expertise.
What will you be doing:
Managing a customer portfolio, overseeing the entire customer lifecycle, including adoption, add-on sales, and renewals.
Executing at a high level to meet targets for retention, growth, and customer satisfaction.
Leading customer retention and retention efforts.
Collaborating with the new sales team and other internal departments to onboard new customers and offer strategic guidance to existing customers.
Becoming a subject matter expert in e-Commerce and the company's product suite.
Providing customers with valuable insights to help them achieve their business objectives through data analysis and reporting.
Developing success plans and conducting quarterly business reviews at the executive level.
Establishing cross-functional relationships at both user and executive levels across various internal teams and brands.
Requirements:
A bachelor's degree or equivalent experience.
5+ years of experience in high-volume Account Management or Customer Success in digital media, e-commerce, technology platforms, or a SaaS company.
Proven ability to manage and grow a substantial customer portfolio and share best practices with account management teams.
Experience working with major retailers (Amazon, Best Buy, Home Depot, Kroger, Target, Walgreens, Walmart, etc.) is preferred.
Benefits:
The hiring company prioritizes a healthy work-life balance and the well-being of its employees. The organization is dedicated to promoting a supportive and engaged employee community, and provides various employer-sponsored contributions, including:
Flexible work-from-home options
401K Match
Flexible vacation policy
Medical/Dental/Vision benefits
16 weeks of paid parental leave (US)
Technical stipend
Professional development programs
Wellness programs
Compensation:
The base salary for this role ranges from $85,000 to $110,000, exclusive of a variable bonus. Please note that salary ranges are based on current market data, and the compensation offered may vary based on experience, skills, location, and other factors as per law.
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