Associate Customer Success Manager

Summary

Join Feedonomics as an Associate Customer Success Manager and play a vital role in supporting our small-medium sized clients. You will ensure customer success by monitoring usage, proactively addressing challenges, and advising on best practices. This role focuses on driving growth, retention, and long-term partnerships, measured by Net Revenue Retention and Renewal Rate. Early career professionals can develop their skills and potentially advance to Customer Success Manager. The position is fully remote, offering a supportive and inclusive work environment.

Requirements

• < 2 years of direct experience in client experience; client success; retention; Success; SDR and/or account management
• Excellent problem-solving, organizational, time management, prioritization, and decision-making skills
• Exceptional skills in interacting with customers on a variety of topics including business and product strategy/design, technical guidance, and long-term product roadmap
• Ability to create informational marketing content for customers
• Analytical mind who can convert metrics into action items
• High School Diploma

Responsibilities

• Monitor customer health and usage trends, proactively outreaching to customers and addressing adoption challenges
• Leverage data to identify customers that would benefit from our different channels, products and service levels and engage sales on best approach to outreach
• Advise merchants on best practices to optimize their Feedonomics experience, recommending channels, marketplaces, features, services, and partners that best align with their goals and objectives
• Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
• Ensure the customer understands the value of Feedonomics and how to best utilize our services
• Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market
• Acquire testimonials, case studies, and logos from satisfied clients, ensuring that all assigned accounts are engaged in accordance with our established requirements
• Be the voice of the customer – sharing customer feedback, requests and requirements to internal stakeholders
• Provide value input to leadership to evolve and improve our scaled Customer Success experience to customers
• Learn Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal ticketing system
• Participate in projects as required

Preferred Qualifications

• 1 year of eCommerce experience
• Experience generating add-on sales revenue
• Bachelor's Degree

Benefits

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• Monthly half-day Fridays
• 401K retirement plans with company match
• Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
• Internal Feedonomics skill certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Employee Resource Groups (ERG)
• Referral bonus program