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Customer Success Manager, Enterprise - SMS



Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, June 7, 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.

We are seeking a dynamic and versatile client-facing Enterprise CSM to join our team!

In this role, you'll be instrumental in fostering strong client relationships, understanding their needs, and ensuring their success with Yotpo SMS. Your ability to navigate various organizational levels, coupled with your commercial acumen and strategic mindset, will be instrumental in driving customer growth and satisfaction.

How You’ll Make An Impact

  • Showcase your deep understanding of retail, ecommerce, the Shopify ecosystem, and D2C while consulting with marketing and operational leaders to help them optimize for retention and LTV
  • Serve as a trusted advisor to clients, leveraging your e-commerce expertise to consult on their business challenges and objectives
  • Understand customer pain points and position thoughtful and tailored solutions that lead to meaningful value realization and expansion opportunities
  • Build deep trust and demonstrate the continuous value of our solutions by successfully renewing and expanding the customers within your book of business
  • Conduct regular business reviews and workshops that will empower clients to maximize the full potential of our platform
  • Build and nurture strong relationships with key stakeholders including decision-makers / executive buyers
  • Collaborate closely with internal teams, including sales, product, and marketing to inform product development and strategic decisions
  • Quarterback internal initiatives that directly impact the success of our business and our business partners
  • Demonstrate your knowledge and expertise within different e-commerce verticals and tailor your approach based on the unique challenges and opportunities within each vertical
  • Be a force in the ecosystem as a highly visible Yotpo ambassador, partnering not only with clients, but agencies, technology partners, and leading ecommerce platforms.

About You:

  • Highly Adaptable: You possess the ability to adjust to various circumstances while maintaining authenticity. Your adaptability allows you to effectively engage with stakeholders at various levels both internally and externally.
  • Emotional Intelligence: High emotional intelligence is crucial for this role. You can read the room, understand unspoken dynamics, and operate with agility
  • Commercial Acumen: Your commercially-minded approach enables you to understand clients' broader business objectives and align our platform solutions to drive success.
  • Solutions Oriented: You’re two steps ahead. Your knack for connecting the dots allows you to present our customers with relevant and innovative solutions.
  • Active Listener: You are someone who listens with intent, absorbs information, and responds thoughtfully. Your charismatic and engaging demeanor allows you to build rapport easily and maintain strong relationships with clients and colleagues.
  • Organization and Time Management: You consistently demonstrate exceptional organization and time management skills to meet deadlines and deliver results

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 for dependent/family premiums.
  • 100% coverage of employee dental + vision premiums.
  • Comprehensive life and disability insurance.
  • Flexible Time Off (FTO) policy, sick time, and paid holidays.
  • Equity in options.
  • Company sponsored 401K matching.
  • Pre-tax Commuter and Healthcare benefits.
  • Comprehensive paid leave for new parents and Dependent Care FSA.
  • Individualized career development, rewards and recognition.
  • Wellness and philanthropic programming and events.
  • We are now working in a flexible hybrid capacity, going into the office 3 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.

Base salary $100,000 - 125,000

In addition to base salary, this role includes a variable compensation component.

Base salary ranges are determined by multiple factors unique to each candidate, including skills and local market benchmarks.