Customer Success Manager

We are seeking a dynamic and versatile client-facing Customer Success Manager 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 products. 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 acquisition, retention, and LTV
• Serve as a trusted advisor to clients, leveraging your e-commerce expertise to consult on their business challenges and objectives 
• Responsible for driving the customer to a high value threshold during and after onboarding and getting the merchant bought in on a path to value.
• Understand customer pain points and position thoughtful and tailored solutions that lead to meaningful value realization and expansion opportunities 
• Leverage performance metrics and analytics: drive feature adoption, optimize programs, and understand & achieve client goals.
• Ensure all customers are achieving value and according to project plans and timeline.
• Strategic problem solver who can identify opportunities to streamline the value realization process and build new playbooks to help our customers achieve their goals.
• Proactively identifies potential challenges and recommends viable solutions to internal challenges or roadblocks.
• Be the voice of your customers by advocating internally for solutions to boost long-term customer value.
• 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

• You are an ecommerce marketing expert at an Email or SMS Marketing company, who wants to bring your knowledge and skills to Yotpo’s customers
• Ambitious: You are motivated by the company’s growth and success, which is intrinsically your growth and success
• Take ownership: You don’t stop until your customers are engaged and successful
• Stamina: You have a fervor for embracing change and evolving with the organization
• Collaborator: You are curious about your business partners’ work and leverage them for the outcomes you need, too
• Winning mindset: You’re tenacious and will find a way, because you want to be the best

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:

• 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.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.

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.