Enterprise Customer Success Manager

2 weeks ago

New York, New York, United States Yotpo Full time
Unlock Your Potential as a Customer Success Manager at Yotpo

Are you a seasoned professional with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? We're seeking a dynamic and experienced Customer Success Manager to join our Enterprise team at Yotpo, a leading provider of eCommerce retention solutions.

About the Role

As a Customer Success Manager, you will be responsible for leading a team of Customer Success Managers working with some of our most prominent e-commerce brands. You will oversee hiring, onboarding, development, and overall success of the team, ensuring that our customers receive the highest level of service and support.

Key Responsibilities
  • Lead and grow a high-performing team of Customer Success Managers, driving hiring, onboarding, and development initiatives to meet and exceed targets.
  • Hire and coach high-performing Customer Success Managers in alignment with company values and methodology, fostering a culture of excellence and customer-centricity.
  • Develop trusted advisor relationships with key customer stakeholders, fully understanding their business strategies and success metrics.
  • Collaborate closely with internal teams, including Product, Marketing, Sales, and Support, to align priorities and address customer needs and opportunities.
  • Work with the CS Ops team to analyze and optimize day-to-day team activities, driving continuous improvement and efficiency.
Requirements
  • 5+ years of successful experience in customer management, strategy, or consulting.
  • 2+ years managing a Customer Success team in a high-growth SaaS company.
  • Proven experience managing high-performing Customer Success or Account Management teams.
  • Experience working with large, strategic MM/Ent brands.
  • Familiarity with eCommerce and direct-to-consumer (d2c) models.
  • Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
  • A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience.
  • Experience handling escalated customer issues and building trust with team members and customers.
  • Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts.
What We Offer
  • Competitive base salary: $140,000 - $150,000.
  • Variable compensation component.
  • 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, going into the office 3 days per week.

Yotpo is an equal opportunity employer, committed to anti-racist work and creating a workplace where everyone feels welcome and valued. We're proud to be 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.

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