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Associate Customer Success Manager

Yotpo

Yotpo

Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Saturday, April 6, 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.

Yotpo is empowering brands to grow their direct-to-consumer business through captivating experiences and we’re looking for a commercially driven Associate Customer Success Manager to set the vision, strategy, and roadmap for our brands.

How you’ll make an impact:

  • Primary owner of a BoB (1:180, 1:250 BoB) containing multi-product customers and responsible for a high volume of account renewals QoQ
  • Accountable for maintaining an accurate forecast for in-quarter and future quarter performance
  • Ability to prioritize, segment, and manage customer portfolio and consistenly leverages internal tooling to assist with meaningful outreach and engagement
  • Maintains a deep understanding of our products in order to effectively deliver and communicate ROI throughout the customer lifecycle
  • Conduct regular business reviews to summarize a) status of goal execution b) on-going success of the program and c) gaps in performance and/or strategy that should be addressed and actioned
  • Seek to understand the ‘why’ and consistently ask deeper questions in order to tailor strategy, mitigate churn, evolve our product and uncover and nurture potential growth cross-sell and up-sell opportunities
  • Collaborate with Sales counterparts to identify and close meaningful cross-sells and up-sells
  • Quarterbacking experiences across various cross-functional teams at Yotpo on behalf of the customer
  • Act as a customer advocate within the organization, providing feedback and insights to drive product enhancements and improvements.

About You:

  • Previous experience as a CSM or Account Manager preferably in the Digital Marketing Space
  • Comfortable discovering and nurturing upsell and cross-sell opportunities across your BoB
  • General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and E-Commerce best practices
  • Retention and commercial mindset, with a proven record of retaining and growing client relationships.
  • You want your clients to thrive and benefit from Yotpo product’s added value through upsells and cross-sells
  • Experience building collaborative relationships with customers and colleagues. Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment

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 CA:

  • Company sponsored RRSP matching.
  • 100% coverage of additional benefits programme.
  • Equity in options.
  • Individualized career development, rewards and recognition.
  • Wellness and philanthropic programming and events.
  • Our team works in a hybrid model, going into our Toronto office three days per week.

Yotpo’s employee-centric culture has consistently earned us coveted spots on Built In’s Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

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, a place 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.

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