Customer Success Manager

23 hours ago

New York, New York, United States Yotpo Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our Loyalty Specialist team at Yotpo. As a key member of our team, you will be responsible for managing a team of Loyalty Specialists who work with our Loyalty customer segment to establish strong partnerships based on value, strategic consultation, and high customer satisfaction.

Key Responsibilities
  • Leadership & Team Management: Lead, mentor, and develop a team of Loyalty Specialists, building a creative and can-do culture that motivates individual contributors and promotes their success.
  • Customer Success Strategy: Drive the team to ensure customers reach high-value thresholds post-onboarding, developing and implementing playbooks, strategies, and collateral to drive feature adoption and enhance customer value realization.
  • Product Expertise & Consultation: Guide the team to analyze product data, understand trends, and deliver actionable recommendations, encouraging a deep understanding of product features and proactive communication of product gaps.
  • Customer Advocacy: Represent the voice of the customer within the organization, advocating for customer needs and feedback to drive product improvements and collaborating with internal stakeholders 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, with strong analytical skills and a consultative approach to problem-solving.
  • Passion for technology and a deep curiosity about how things work, with expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
About Yotpo

Yotpo is a global company that is committed to anti-racist work and welcomes and employs 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 offer a comprehensive benefits package, including 100% coverage of employee medical premiums, 90% coverage for dependent/family premiums, and comprehensive life and disability insurance.

We are now working in a flexible hybrid capacity and offer individualized career development, rewards, and recognition. Our 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 through team events, educational fireside chats, end of year celebrations, affinity groups, and partnerships.

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