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Senior Client Success Manager

2 months ago

San Diego, California, United States Miva, Inc. Full time
Job Overview

The Account Management division is dedicated to assisting our clients throughout their post-sale experience. This encompasses delivering an exceptional interface with Miva, facilitating their growth in Gross Merchandise Value (GMV) through Miva's solutions, and consistently assessing their usage to enhance their online platforms.

We are in search of a Senior Client Success Manager to provide exceptional service to our customers. To excel in this role, you must possess expertise in eCommerce and become a 'Miva specialist,' allowing you to serve as a credible advisor to our clients.

This position is perfect for a motivated individual who skillfully combines account management, product expertise, and consultative selling. We encourage you to consider this opportunity if you are enthusiastic about delivering outstanding customer service and embody these qualities.

Your Responsibilities:
  • Client Relationship Management: Oversee a portfolio of around 30 key clients. Cultivate direct, stable relationships and position them for growth through Miva's offerings.
  • Strategic Customer Advisor: To effectively address our customers' strategic eCommerce requirements, it is crucial to understand both the eCommerce landscape and the specific sectors in which our clients operate. Emphasize the synergy between technology, business processes, and user-friendliness as our clients prioritize simplifying their daily eCommerce tasks. You will need to develop a comprehensive understanding of each client's feature and enhancement requests, determining whether they seek workflow or product modifications. Furthermore, you will evaluate how these requests align with our product roadmap to support the growth of merchant GMV and streamline their operations.
  • Proactive Client Engagement: Strategically engage with Miva Merchants from post-launch through renewal. Implement strategic engagements, training, and education to promote the adoption of the Miva platform.
  • Documentation of Customer Interactions: Maintain accurate records of all client interactions in the appropriate Miva internal systems, ensuring that documentation is always up-to-date.
  • Adherence to Policies: Comply with all established policies and procedures to ensure consistency and regulatory compliance.
  • Customer Outreach Initiatives: Organize and lead customer outreach efforts, including regular status calls, agendas, roadmap planning, and strategic planning sessions based on established needs/cadence by customer (annual, semi-annual, and quarterly business reviews).
  • Churn Risk Assessment: Identify, document, and devise plans for at-risk customers, escalating issues as necessary to mitigate churn.
  • Renewal Strategy Coordination: Collaborate with Renewal Management for strategic planning regarding upcoming renewals.
  • Cross-Departmental Collaboration: Work collaboratively with Professional Services team members (Project Management, Web Development, Design & Leadership) and other departments (Support, Product, Software, Sales, and Marketing) to maintain overall client satisfaction.
  • Client Service Assistance: Provide support for the customer service queue 1-2 days per week.
  • Contract Oversight: Ensure that contracts are established for both SaaS and Professional Services.
  • Solution Development: Participate in the creation and sale of solutions and recommendations to clients, setting clear expectations regarding costs and delivery to prevent downstream challenges.
  • Escalation Procedures: Utilize escalation channels as necessary.
  • Webinar Participation: Encourage attendance at Account Management webinars within the assigned customer base and follow up with engaged customers for further participation.
  • Additional Responsibilities: Perform other duties and projects as assigned.
Your Qualifications:
  • 5+ years of experience in Account Management or Customer Success, preferably within a SaaS environment.
  • Strong knowledge and experience in the eCommerce sector.
  • Proficiency in utilizing Salesforce or other CRM tools for contact and task management, outreach planning, and documentation.
  • Experience with Zendesk or similar ticketing systems.
  • Demonstrated ability to create frameworks and documents that enhance customer engagements.
  • Capability to see the broader picture and identify long-term customer objectives and new business opportunities.
  • Adaptability to thrive in a rapidly evolving, entrepreneurial SaaS environment with multiple cross-functional teams.
  • Empathetic approach in customer interactions.
  • Aptitude for quickly aligning multiple groups strategically to resolve challenges and drive growth.
  • Ability to swiftly gather, interpret, and act on technical details.
Our Exceptional Benefits:
  • Fully remote work environment.
  • Unlimited Paid Time Off (PTO).
  • Maternity and Paternity leave.
  • Comprehensive Medical, Dental, Vision, FSA, and Life insurance.
  • 401k plan with company match; immediate vesting.
  • Flexible work schedule.
  • Inspiring and collaborative team culture.

The salary range for this position is $90,000 - $105,000 annually. This information is current as of the initial date of this job posting and may be modified in the future. The actual pay determined for an individual will vary based on job-related factors such as relevant experience and/or education, particular skills, and location. In addition to base salary, this role is eligible to participate in our equity incentive plan.

Miva is a leading eCommerce software provider dedicated to empowering enterprise merchants and agencies with a state-of-the-art online storefront. To date, Miva software has facilitated over $100 billion in online sales for retailers worldwide.

Our success and that of our clients are driven by high-performing teams of talented professionals. By fostering a culture where passion, ingenuity, and collaboration are rewarded, we have become the driving force for the advancement of independent commerce.

Miva is backed by Equality Asset Management, a private equity firm committed to supporting company growth.

Miva has been recognized as a Best and Brightest Company in 2018, 2019, 2020, 2021, 2022, 2023, and 2024.

Miva, Inc. is an Equal Opportunity Employer.

Read Miva's Applicant Privacy Notice Here.