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Customer Success Manager - Upmarket

Yotpo

Yotpo

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Monday, January 29, 2024

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce marketing platform, on a mission to help brands of all sizes accelerate their growth through exceptional customer experiences. Loyalty programs, SMS marketing, reviews, and visual user generated content are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, UK, Israel, Bulgaria and Australia — and we’re still growing. Yotpo secured a $230 million fundraising round in March 2021, our valuation is now $1.4 billion, and our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video.

https://youtu.be/eAdYLzvuvFo

Sound exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

As a Yotpo Customer Success Manager, Mid-Market, you will establish partnerships with our clients based on value and ROI. These partnerships are created by securing long-lasting relationships, based on exceptional service and delivering the power of the Yotpo suite of services.

You will:

  • Successfully and consistently deliver ROI and value for our customers by consulting for their business while leveraging Yotpo solutions.
  • Build strong relationships with clients based on your ability to earn their trust and deliver value.
  • Demonstrate the continuous value of our solutions by successfully renewing annual customers.
  • Proactively identify opportunities and optimization points where we can deliver even greater value for our clients.
  • Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement.
  • Simultaneously and successfully manage multiple client relationships.
  • Lead the knowledge sharing effort derived from the voice of the customer between all departments of our company.
  • Identify and manage opportunities to organically grow your portfolio of clients by delivering additional solutions and tools based on business needs.

About You:

  • 2+ years experience in a CSM or Account Management role - preferably in a SaaS environment
  • Upselling and renewal experience preferred, as well as a proven technical understanding
  • General understanding of the digital marketing space - including SEO/SEM, Social Media, Email marketing and E-Commerce best practices
  • A proven record of retaining and growing multiple client relationships
  • Positive attitude and remarkable ability to build rapport from initial conversation and throughout the client lifecycle.
  • Ability to work in hyper-fast paced and changing environment
  • Superior organisation and prioritisation skills, along with focused attention to detail
  • Extra kudos for having a high-level technical know-how in areas including: web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls

Bonus points for:

  • Experience in fast growing tech startup / B2B SaaS / e-commerce.

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 Australia:

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.

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