Manager, Customer Success – Enterprise

We are seeking a dynamic and experienced Manager to lead our Enterprise Customer Success team. In this role, you will manage Customer Success Managers working with some of our most prominent e-commerce brands, and serve as a cross-functional leader throughout the company.

Responsibilities:

• Lead and grow a team of Enterprise Customer Success Managers, overseeing hiring, onboarding, development, and overall success of the team.
• Hire and coach high-performing Customer Success Managers (CSMs) in alignment with company values and methodology to build a best-in-class CS team 
• Foster a creative, can-do culture with a strong passion for providing exceptional customer experiences.
• Own team metrics and goals, developing and executing plans to meet and exceed targets.
• Develop trusted advisor relationships with key customer stakeholders to fully understand their business strategies and success metrics.
• Collaborate closely with internal teams, including Product, Marketing, Sales, and Support to align priorities and address customer needs and opportunities.
• Work with the CS Ops team to analyze and optimize day-to-day team activities.

Requirements:

• 5+ years of successful experience in customer management, strategy, or consulting.
• 2+ years managing a Customer Success team in a high-growth SaaS company.
• Proven experience managing high-performing Customer Success or Account Management teams.
• Experience working with large, strategic MM/Ent  brands.
• Familiarity with eCommerce and d2d
• Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
• A track record of creatively problem-solving and collaborating with Sales, Product, and Marketing teams to create an exceptional customer experience.
• Experience handling escalated customer issues and building trust with team members and customers.
• Proven ability to deliver strategic recommendations to customers to improve product adoption and marketing efforts.

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.
• We are working in a flexible hybrid model, typically in 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.

Base salary $140,000 – $150,000

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.