Customer Success Manager

Summary

Join Feedonomics as a Customer Success Manager and play a critical role in ensuring customer satisfaction and maximizing the value of our platform. You will manage a portfolio of major e-commerce brands, focusing on product adoption, satisfaction improvement, expansion, and renewals. This role demands building strong relationships, providing training and demonstrations, and acting as a trusted advisor. You will also contribute to marketing efforts by creating content and gathering testimonials. The position requires experience in sales, customer success, and e-commerce, along with strong analytical and communication skills. Feedonomics offers a remote-first work environment with competitive pay, unlimited PTO, comprehensive benefits, and opportunities for professional development.

Requirements

• 2-3 years direct experience in sales; customer experience; customer success; retention; Success; SDR and/or account management
• Excellent problem-solving, organizational, analytical skills, curiosity, and out of the box thinking
• Exceptional skills 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

Responsibilities

• Maintain complete ownership over an assigned book of business of Feedonomics customers with responsibility over key customer success metrics including Net Revenue Retention and NPS
• Build deep, lasting relationships, establish yourself as a trusted advisor and drive adoption of our products and services that align with your customer’s goals
• Recommend advertising and marketing channels to ensure that your customers are maximizing outcomes with fully optimized product data across their partner ecosystem
• Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market
• Become an expert in understanding the Feedonomics value proposition and ensure the customer understands and realizes the value
• Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
• Collaborate with Feedonomics marketing team by collaborating on content for Customer Success to ensure growth attainment and increased footprint
• Acquire testimonials, case studies, and logos from satisfied customers, ensuring that all assigned accounts are engaged in accordance with our established requirements
• Maintain a steady cadence of meetings with your customers to build relationships and uncover opportunities and risk
• Support contract management and billing needs of the customer
• Learn Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal Zoho ticketing system

Preferred Qualifications

• 2 years eCommerce experience
• 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