Lead Customer Success Strategist

2 weeks ago

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

About Nosto:

Nosto is dedicated to transforming every interaction into a meaningful experience. As a prominent player in the rapidly expanding e-commerce sector, we collaborate with exceptional brands.

Leveraging advanced behavioral insights, seamless integrations, machine-learning capabilities, and automated processes, the Nosto Commerce Experience Platform empowers brands and retailers to implement fully personalized shopping experiences at scale. In the role of Senior Customer Success Manager, you will tackle one of the primary challenges faced by brands and retailers today: delivering relevant and genuine shopping experiences that yield measurable results. We take pride in nurturing a positive, diverse, and inclusive culture, where listening to our clients and achieving significant outcomes through incremental progress is paramount.

Opportunity Details:

Nosto is seeking a Senior Customer Success Manager to enhance our North American operations.

In this position, you will be an integral part of the commercial team, working closely with both Sales and Product Teams to ensure our expanding international clientele receives exceptional service and that Nosto maintains its leadership in personalization.

Your role will involve acting as a consultant to enterprise clients, ensuring that the highest standards of service are upheld. You will collaborate closely with customers to launch 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, including troubleshooting and issue resolution. You will be adept at data analysis and interpretation, taking pride in your customer retention metrics.

As a Senior Customer Success Manager, you may represent Nosto at various events, which could include hosting informative webinars on Nosto and Conversion Rate Optimization (CRO), creating educational materials on personalization, participating in product enhancement initiatives, and providing technical support to clients' technical teams.

Key Responsibilities:

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

Qualifications:

  • Minimum of 3 years of experience in Customer Success Management.
  • A blend of analytical thinking (breaking down complex challenges) and creative problem-solving (identifying multiple solutions).
  • In-depth knowledge of the e-commerce landscape, including its ecosystem and key performance drivers.
  • Experience working with Shopify Plus merchants.
  • Exceptional communication skills, including active listening, persuasive writing, and effective presentation.
  • Ability to challenge client assumptions while maintaining a service-oriented approach.
  • Capability to prioritize competing demands and manage several time-sensitive issues in a dynamic environment.
  • Fluency in English.

What We Value:

  • An entrepreneurial mindset: you will be part of a core team dedicated to building innovative solutions for exciting online businesses.
  • Solid understanding of HTML, CSS, and JavaScript.
  • Experience with marketing platforms, including email and review systems.
  • Familiarity with Google Analytics or similar web analytics tools.
  • A passion for emerging technologies and retail.

Employment Information:

  • Base Salary Range: $90,000 - $110,000.
  • This position includes a bonus component in addition to the base salary.

Benefits:

  • 26 days of paid time off annually.
  • An additional day off on your birthday.
  • 401k plan.
  • Health coverage up to specified monthly contribution limits (Medical, Dental & Vision).
  • Access to a modern office environment.
  • Personal development programs.
  • Provision of Apple devices for work purposes (computer and phone).

Diversity Commitment:

Nosto is committed to fostering a diverse workplace. We uphold Equal Employment Opportunity principles without regard to 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.

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