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Lead Customer Success Strategist

2 months ago

New York, New York, United States Nosto Full time
Job Overview

About Nosto:

Nosto is a pioneering force in the e-commerce sector, dedicated to enhancing the relevance of every customer interaction. We proudly partner with renowned brands such as Chubbies, Princess Polly, Lord & Taylor, and FIGS.

Our Nosto Commerce Experience Platform leverages advanced behavioral analytics, seamless integrations, and machine-learning capabilities to empower brands and retailers to deliver fully personalized shopping experiences at scale. As a Senior Customer Success Manager, you will tackle one of the foremost challenges in retail today: crafting authentic and relevant shopping journeys that yield measurable results. We are committed to fostering a diverse and inclusive workplace culture, where listening to our clients and achieving significant milestones through incremental improvements is paramount.

Position Overview:

We are seeking a Senior Customer Success Manager to enhance our operations in North America.

In this role, you will collaborate closely with both the Sales and Product Teams, ensuring that our expanding international clientele receives exceptional service and maintains Nosto's leadership in personalization.

Your responsibilities will include acting as a trusted advisor to enterprise clients, ensuring that the highest standards of service are upheld. You will work hand-in-hand with customers to implement impactful Nosto campaigns across various platforms, including Nosto Site Search, Merchandising, Product Recommendations, and Content Products. You will serve as the primary contact for all Nosto-related inquiries, adeptly resolving issues as they arise. Your expertise in data analysis and interpretation will be crucial in driving retention metrics.

Key Responsibilities:

  • Empower clients to achieve their objectives using Nosto's Search and Personalization Platform, Visual UGC, data-driven strategies, and our extensive partner network.
  • Oversee the complete customer lifecycle post-onboarding, encompassing training, retention, growth, and satisfaction.
  • Engage with a diverse portfolio of clients, fostering strong relationships with key stakeholders.
  • Identify and pursue mutually beneficial opportunities for additional client investments.
  • Communicate valuable market insights and feedback to the product development team.
  • Deliver presentations and webinars on various aspects of personalization.
  • Enhance both customer-facing and internal processes for improved efficiency.
  • Develop customer advocates and collaborate with marketing to share their success stories.

Qualifications:

  • A minimum of 3 years of experience in Customer Success Management.
  • A blend of analytical thinking and creative problem-solving abilities.
  • In-depth knowledge of the e-commerce landscape, including its platforms and conversion optimization drivers.
  • Experience working with Shopify Plus merchants is highly desirable.
  • Exceptional communication skills, including active listening, persuasive writing, and effective presentation abilities.
  • Capability to challenge client assumptions while maintaining a service-oriented approach.
  • Proficiency in managing competing priorities and addressing multiple time-sensitive issues in a dynamic environment.
  • Fluency in English is required.

What We Value:

  • An entrepreneurial mindset, contributing to the development of innovative solutions for dynamic online businesses.
  • Familiarity with HTML, CSS, and JavaScript.
  • Experience with marketing platforms, including email and review systems.
  • Understanding of web analytics tools, such as Google Analytics.
  • A passion for emerging technologies and the retail sector.

Compensation and Benefits:

  • Base Salary Range: $90,000 - $110,000.
  • This position includes a performance-based bonus structure.

Employee Benefits:

  • 26 days of paid time off annually.
  • An additional day off to celebrate your birthday.
  • 401(k) retirement plan.
  • Health coverage with contributions for medical, dental, and vision.
  • Access to a personal development program.
  • Provision of Apple devices for work purposes.

Diversity Commitment:

Nosto is dedicated to promoting workplace diversity and is an equal opportunity employer. We do not discriminate based on race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you require accommodations due to a disability or special need, please inform us.

Nosto participates in the E-Verify program to confirm employment eligibility.