Customer Success Manager

What Do We Do?

We are a leader in business intelligence for e-commerce. With thousands of customers in dozens of countries, our software tracks more than $40 billion of online commerce annually. Our culture, built on innovation, creativity, and speed, fosters an environment where great ideas can flourish. Headquartered in Columbus, Ohio, with additional offices in Israel, we are expanding our team to pursue an ambitious vision. Join us and be part of something big!

We are expanding to Australia and looking to hire our first Customer Success Manager in Melbourne. This role will start as fully remote and long-term we envision the role developing into a hybrid based role.

We are specifically looking to hire a Customer Success Manager (CSM) who has a background in CS within the ecomm ecosystem. As a CSM, you will focus on and support our ecommerce stores and/or our agency clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

Responsibilities

You will take ownership of relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. In addition, you will:

* Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for us.

* Revenue and renewal forecasting

* Understand customers’ goals, and implementing tailored success plans

* Drive executive level relationships, and identifying opportunities to expand the clients suite of our products to satisfy their goals.

* Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals

* Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges

* Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices

* Lead and present at client meetings, both in-person and over video conference

* Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies

* Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements

* Contribute to the continued development and improvement of the Customer experience

Qualifications

* Previous customer service experience in the ecomm space is a MUST, highly preferred from a SaaS environment

* Ability to thrive in a dynamic, fast paced startup environment

* Superb written and verbal communication skills

* Quick learner

* Flexible, embraces change and new responsibilities

* Excellent computer skills and tech savvy

* Service-oriented, passionate about providing top notch service to our clients

* Detail-oriented, capable of handling multiple responsibilities at once

* Positive attitude, empathy, and high energyLoves working on a team

Applications without a cover letter will not be considered

$100,000 - $115,000 a year

Salary range is $100,000 to $115,000 Australian Dollars

Our Values

We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.

We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.

We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.

We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.

We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.