Title: Customer Success Manager

Location: Remote

Reporting Structure: This role reports to the VP of Customer Success. 

Company Description

Our client is on a mission to help retailers navigate the complex, competitive, and ever-changing retail landscape so they can deliver what their customers want - when and where they want it. Merchandise planning is a key retail discipline that has been dominated by manual, error prone spreadsheets, and accurate inventory planning has never been more important. Their cloud-based merchandise planning platform built to help next-generation retailers automate critical workflows, gain real-time insights, and make faster, data-driven merchandising decisions.

Quick facts:

• $10M Raised in 2021
• 5x the revenue since they raised
• 110% to ARR goal this year, just finished strongest quarter yet
• Trusted by brands like Mack Weldon, Rothy’s, Skims and Huckberry

Responsibilities

Our client is looking for a Customer Success Manager with strong project management skills to join their growing team. You will work closely with their clients, a range of leading companies in the retail space, to ensure they are effectively leveraging our client’s solution to maximize value. You will serve as a trusted advisor, managing clients from initial implementation and onboarding through ongoing optimization.

The Customer Success Manager will be responsible for:

• Owning and managing the entire customer lifecycle including the implementation and onboarding project management, success planning, and driving adoption for maximum customer value.
• Leading customer implementations by managing onboarding projects in collaboration with customers and internal teams; defining project goals, documenting detailed project scopes and plans, identifying risks, and customizing launch strategies for successful engagements (typically 16-26 weeks).
• Tracking progress, adjusting schedules and resources to reflect progress; reporting on achievements, risks, issues and mitigation plans.
• Building trusted advisor relationships with every customer interaction; scheduling and facilitating meetings with clear agendas, action items, and notes.
• Contributing to customer specific product marketing activities (i.e. case studies, references, referrals, blog posts).
• Developing processes and content to enable self-service onboarding and ensure user adoption and providing ongoing troubleshooting and optimization support.
• Sharing customer progress and achievements cross-functionally; collaborating with revenue teams to manage renewals, identify upsell opportunities, and drive further product usage.
• Working closely with Sales, Product, Engineering, etc. to deliver maximum value and acting as the voice of the customer.

Is this you?

• 2 to 4+ years of customer success and/or project management experience, ideally in a SaaS environment.
• Strong project management background including resource planning, data implementations, risk mitigation, and navigating complex requirements.
• Excellent analytical, problem-solving, and relationship-building skills.
• Superior written and verbal communication abilities, with aptitude for presentations.
• Ability to manage multiple complex projects simultaneously, while delivering excellent client experiences.
• High attention to detail and organization in documentation, planning, and tracking.
• Self-motivated with capability to take ownership and drive results.
• Background in merchandising or buying workflows in retail.
• You are highly organized and detail-oriented, capable of managing multiple complex projects smoothly.
• You are diligent in setting schedules, meeting deadlines, and tracking progress.
• You proactively identify potential issues and drive mitigation plans.
• You are a clear, empathetic communicator across written, verbal, and presentation formats.
• You are persistent in the face of obstacles - you continue to innovate solutions and push initiatives forward.
• You are self-motivated and goal-oriented, seizing opportunities as they arise rather than waiting.
• You have a passion for helping businesses transform operations through strategic use of technology.
• You are curious and will thrive as part of a team of smart, motivated, and collaborative professionals.

Preferred Qualifications

• Experience working in a high-growth startup environment

#Perks

• Base Salary Range: $75k - $100k
• Generous Equity Package
• Full Medical, Dental, Vision Healthcare Benefits
• Unlimited PTO Policy
• 401k Benefit