Customer Success Manager

Summary

Join JOOR, a leading fashion-technology SaaS company, as a Customer Success Manager covering maternity leave in our UK team. You will be responsible for building strong client relationships, driving customer adoption and value, and strategically expanding revenue. Fluency in Italian and English is essential, along with experience managing accounts and a background in SaaS, Account Management, or Strategy Consulting. We offer a competitive salary, performance-based bonuses, access to industry events, comprehensive health benefits, and growth opportunities. This is a maternity cover position within a dynamic and growing global company.

Requirements

• Experience managing accounts or owning a book of business
• Fluency in both Italian and English

Responsibilities

• Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy
• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
• Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
• Drive increased engagement for new and existing customers
• Strategize and identify how the team can increase renewal rates and keep our churn rate near zero
• Strategically expand our revenue in accounts through cross-sell and upsell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference ability

Preferred Qualifications

• Relevant work experience in SaaS, Account Management or Strategy Consulting
• Excellent presentation, written, and oral communication skills
• Strong negotiation and sales skills
• Experience collaborating with cross-functional teams
• A proactive, consultative account manager
• An ability to handle difficult upselling and reselling conversations

Benefits

• Competitive base salary and performance-based variable earnings
• Access to international trade shows and market weeks to see the product in action
• Collaborate with our teams around the world
• Private Medical, Dental, & Vision
• Opportunities for growth and development through various internal initiatives
• Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth