Manager, Customer Success

1 month ago

New York, United States Yotpo Full time

If you shop online (and who doesn't these days?), then chances are you've already interacted with Yotpo. We're a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia - and we're still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we're in pursuit of the best and the brightest minds to help us achieve our vision.

As Yotpo's Manager, Customer Success of the Loyalty Specialist team, you will manage a team of 4-5 Loyalty Specialists who work with our Loyalty customer segment to establish a strong partnership based on value, strategic consultation, and high customer satisfaction. We are looking for someone with a background in Customer Success, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right outcomes within their book of business. The ideal candidate demonstrates a consistently positive attitude, is solutions-oriented, exhibits pose, has a strong leadership acumen, knows how to motivate a team, and possesses positive working-relationships with our business partners.

You will:

  • Leadership & Team Management:
    • Lead, mentor, and develop a team of Loyalty Specialists.
    • Build a creative, can-do culture, with a passion for motivating individual contributors and promoting their success
    • Own your team's quarterly goals, and help to build and drive the plan to attain and exceed them
    • Provide ongoing training and professional development opportunities.
    • Work closely with internal teams including the Loyalty General Manager and Yotpo's executive team (Product, Marketing, Sales, Support, Professional Services) to align priorities, collaborate on customer needs and opportunities.
  • Customer Success Strategy:
    • Drive the team to ensure customers reach high-value thresholds post-onboarding.
    • Develop and implement playbooks, strategies and collateral to drive feature adoption, enhance the customer value realization journey and increase overall Loyalty business retention.
    • Identify and address any potential challenges proactively.
  • Product Expertise & Consultation:
    • Guide the team to analyze product data, understand trends, and deliver actionable recommendations.
    • Encourage a deep understanding of product features and proactive communication of product gaps.
  • Customer Advocacy:
    • Represent the voice of the customer within the organization.
    • Advocate for customer needs and feedback to drive product improvements.
    • Collaborate with internal stakeholders, including product, support, and delivery teams, to align on customer success goals.
About you:
  • 5+ years of work experience and at least 2 years of successful management of high-performing Customer Success or Account Management teams.
  • Experience working with eCommerce and other website platforms, content management systems, and responsive websites.
  • Ability to operate effectively in an ambiguous and fast-paced environment.
  • Strong analytical skills and a consultative approach to problem-solving.
  • Passion for technology and a deep curiosity about how things work.
  • Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
If you don't meet 100% of the qualifications outlined above, that's okay We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

About Yotpo US:
  • 100% coverage of employee medical premiums; 90% coverage for dependent/family premiums.
  • 100% coverage of employee dental + vision premiums.
  • Comprehensive life and disability insurance.
  • Flexible Time Off (FTO) policy, sick time, and paid holidays.
  • Equity in options.
  • Company sponsored 401K matching.
  • Pre-tax Commuter and Healthcare benefits.
  • Comprehensive paid leave for new parents and Dependent Care FSA.
  • Individualized career development, rewards and recognition.
  • Wellness and philanthropic programming and events.
  • We are now working in a flexible hybrid capacity.

Yotpo's employee-centric culture has consistently earned us coveted spots on Built In's Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

Yotpo is for everyone, and we're committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

Base salary $130,000

In addition to base salary, this role includes a variable compensation component.

Base salary ranges are determined by multiple factors unique to each candidate, including skills and local market benchmarks.

#LI-Hybrid

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