Customer Success Manager

3 weeks ago

New York, United States Zowie Full time
About Zowie:

At Zowie, we believe that buying online can feel like walking into your favorite local shop: personal, friendly, and easy. Top ecommerce brands (True Classic, Modivo, MediaMarkt, et al.) trust Zowie's AI agents to be on the front-line of their customer care efforts (>1.2M conversations monthly) - to give their customers rapid support, speak their brands' voice, drive customer loyalty, and boost their revenue. With just 1 out of every 1,000 website visitors talking to customer service globally, we believe that a well thought-out AI can tap into this gap and unlock tremendous value by bringing speed and empathy to customer interactions.

We're a team of over 100 very ambitious individuals on a mission to do just that.

Having found strong traction with our mid-market and enterprise eCommerce customers and observing our US portfolio growing before our eyes, Zowie is now seeking a product-minded Customer Success Manager to join the Team in NY.

What you'll do:
    • Plan and manage the success of a portfolio of customers across the entire post-sale customer journey - from kick-off through advocacy to renewal. Plenty of local brands Zowie works with might ring a bell for you: True Classic, Monos, Total Wine, Anine Bing, Hungry Root, and many more.
    • Combine the knowledge of Zowie's ins and outs with your understanding of the customers' organization, key players, and their influence to build excellent cooperation.
    • Own the revenue of your portfolio, proactively identify and execute upsell and expansion opportunities while mitigating any churn risks.
    • Think strategically to establish, maintain, and maximize satisfaction from using our platform. As a Customer Success Manager, you're Zowie's ambassador to the customers. You're their ultimate advisor helping them reach the highest possible level of optimization. You'll have an opportunity to calculate & speak ROI with your stakeholders.
    • Act as a Customer Advocate within Zowie. You'll be the one collecting customer feedback and contributing to the creation of a successful product and service roadmap.
    • Share insights about how Zowie performs for our customers with the rest of Zowie. Representing customers, you'll present at company meetings, participate in customer meet-ups, and (hand-in-hand with the Marketing Team) write case studies and blog posts or organize webinars.
Ideally, you'll bring with you:
    • 2+ years of professional experience working with B2B customers (mid-market accounts)
    • Hands-on experience working consultatively on a SaaS solution (Software as a Service)
    • Exceptional verbal and written communication skills in English
    • Track record of building successful customer relationships
    • Data-driven, analytical approach backed by strong digital technical skills
    • The operational and results-driven mindset with a high degree of ownership
It'll be awesome if you have:
    • Experience in working within an e-commerce or customer service sphere
    • Proficiency in other than English language
    • Experience with AI, Chat, or CRM technologies


We are:

•Ambitious and innovative. We never settle. We always look for better ways of doing things.

•Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.

•Unafraid of change. The market we're in is changing rapidly and we thrive in this ever-evolving environment.

•Growing fast. You'll have a lot of autonomy and impact as we grow.

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