Manager, Customer Success Team

As Yotpo's Manager, Customer Success, you will build and manage a team of 6-8 CSMs who work with our SMB customer segment to establish a strong partnership based on value and ROI. We are looking for someone with a background in Customer Success or Account Management, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right commercial outcomes within their book of business. The ideal candidate has exceptional planning and execution skills, strong leadership and management experience and the operational ability to grow our CSM team.

You will:

• Manage the day-to-day performance of a team of 6-8 Customer Success Managers
• Ramp up CSMs' knowledge of the Yotpo platform and internal operations
• Develop the digital marketing, e-commerce and consulting skills of our SMB CSM team through continued education, with the intent of forming CSMs who become key stakeholders in the success of our customers
• Be the point of escalation for all communications with customers
• Track team metrics and report performance data to CS leadership on a regular basis
• Meet predefined retention and revenue goals, and drive an accurate, iterative forecast
• Embody company culture and maintain high team engagement
• Proactively identify opportunities and points for optimization where we can deliver even greater value for our clients

About you:

• Experience within a B2B SaaS environment, eCommerce or a consulting role preferred.
• Experience in a CSM or Account Management role.
• People management experience within a high-growth organization.
• Demonstrated knowledge of strategic account service techniques and processes, including the ability to understand customer needs, overcome objections, develop solutions, negotiate and manage critical situations
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and/or eCommerce best practices
• High-level technical know-how in web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls

If you don't meet 100% of the qualifications outlined above, that's okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

About Yotpo US:

• 100% coverage of employee medical premiums; 90% coverage of dependent/family premiums.
• Comprehensive dental, life, disability and vision coverage.
• Generous PTO, holidays and flex days.
• Company sponsored 401K matching.
• Pre-tax Commuter and Healthcare benefits.
• Paid leave for new parents and Dependent Care FSA.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• Yotpo teams are working in a hybrid model.
• Meet the team: Shiri Ronen, Rachel Bernstein, Dan Cestone, Nick Everett, Erica Schwartzberg, Ali Magno, Neely Cox

Yotpo's employee-centric culture has consistently earned us coveted spots on Crain's and BuiltInNYC's Best Places to Work lists. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes quarterly events, educational fireside chats, summer outings, end of year celebrations, and affinity groups like Yotpo Cares and DEI-PO.

You'll be working alongside awesome people where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

Yotpo is also committed to diversity, equity, and inclusion, and we want teammates who are similarly passionate about pushing for change in our industry.

Yotpo is for everyone, and we're committed to anti-racist work. We welcome and employ 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 are proud to be an equal opportunity employer.