Customer Success Manager

Summary

Join Yottaa as a Customer Success Manager and play a key role in ensuring customer satisfaction and retention. You will manage a portfolio of customers, focusing on building strong relationships, driving business outcomes, and maximizing the value of Yottaa's eCommerce performance platform. This role involves leading customer onboarding, driving product adoption, developing success plans, advocating for new features, and consistently articulating Yottaa's value proposition. You will also act on customer feedback, collaborate with the Renewal Manager, and proactively plan against churn risk. The ideal candidate possesses a customer-centric approach and a proven track record in customer success or account management within the eCommerce industry.

Requirements

• Bachelor's degree or equivalent experience
• 3-5+ years of experience in customer success, account management, or a related field
• Knowledge of eCommerce platforms, web performance, or digital optimization
• Proven ability to build strong customer relationships and advocate for customer needs
• Experience with objection handling and resolving complex customer challenges
• Operates with a growth mindset and has the ability to learn quickly
• Strong problem-solving and critical-thinking skills
• A self-starter with excellent collaboration and organizational skills

Responsibilities

• Lead customer onboarding efforts, ensuring a seamless experience and successful implementation of Yottaa
• Drive product adoption and usage, providing strategic guidance to help customers achieve success
• Develop and execute success plans tailored to customers’ specific goals and business needs
• Advocate for and promote new Yottaa features, ensuring customers leverage them for maximum value
• Consistently articulate Yottaa’s value proposition, demonstrating its impact on performance, conversions, and business growth
• Take ownership of personal growth and skill development, continuously striving to become a trusted advisor to all customers
• Act swiftly on customer feedback and customer outreach, addressing concerns surfaced through surveys and direct interactions
• Work closely with the Renewal Manager to drive successful renewals, collaborating on roadblocks and identifying opportunities for upsell
• Identify and proactively plan against churn risk