Customer Success Manager (US portfolio)

About Zowie:

Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc. (even 70%+), and makes customer service agents 1.5x more productive, so they can then proactively turn website visitors into paying customers. We believe that buying online can and should feel like walking into your favorite local shop: personal, friendly, and easy.

Having found strong traction with our mid-market and enterprise eCommerce customers and observing our US portfolio growing before our eyes, Zowie is now seeking a product-minded Customer Success Manager to join the Team in NY.

• Plan and manage the success of a portfolio of customers across the entire post-sale customer journey - from kick-off through advocacy to renewal. Plenty of local brands Zowie works with might ring a bell for you: True Classic, Monos, Total Wine, Anine Bing, Hungry Root, and many more.
• Combine the knowledge of Zowie’s ins and outs with your understanding of the customers’ organization, key players, and their influence to build excellent cooperation.
• Own the revenue of your portfolio, proactively identify and execute upsell and expansion opportunities while mitigating any churn risks.
• Think strategically to establish, maintain, and maximize satisfaction from using our platform. As a Customer Success Manager, you’re Zowie’s ambassador to the customers. You're their ultimate advisor helping them reach the highest possible level of optimization. You'll have an opportunity to calculate & speak ROI with your stakeholders.
• Act as a Customer Advocate within Zowie. You’ll be the one collecting customer feedback and contributing to the creation of a successful product and service roadmap.
• Share insights about how Zowie performs for our customers with the rest of Zowie. Representing customers, you’ll present at company meetings, participate in customer meet-ups, and (hand-in-hand with the Marketing Team) write case studies and blog posts or organize webinars.

• 2+ years of professional experience working with B2B customers (min. mid-market accounts)
• Hands-on experience working consultatively on a SaaS solution (Software as a Service)
• Exceptional verbal and written communication skills in English
• Track record of building successful customer relationships 
• Data-driven, analytical approach backed by strong digital technical skills
• The operational and results-driven mindset with a high degree of ownership

• Experience in working within an e-commerce or customer service sphere
• Proficiency in other than English language
• Experience with AI, Chat, or CRM technologies

We are:

🚀 Growing fast. You’ll have a lot of autonomy and impact as we grow.

🏈 Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.

🧑‍💻 Hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. At the end of the day, it's about delivering!

We strive to be:

💪 Ambitious and innovative. We never settle. We always keep looking for better ways of doing things.

👻 Bold and free-thinking. We trust our employees to find the best solutions.

🤸‍♀️ Agile and high-performing. We work smarter, not harder.

🤠 Unafraid of change. Zowie is growing, and the market is changing. We thrive in an ever-evolving environment.