Customer Success Manager, Mid-Market

Summary

Join Narvar as a Mid-Market Customer Success Manager and empower top brands to achieve their business goals. You will be responsible for the success of key accounts on the Narvar platform, fostering strong relationships and driving user adoption. This role demands a deep understanding of customer needs and leveraging data to enhance customer experiences and ROI. You will collaborate with internal teams, provide technical guidance, and contribute to the scalability of the customer success team. The ideal candidate possesses extensive experience in customer success, a strong retail and e-commerce background, and exceptional communication and project management skills. This is a remote position.

Requirements

• Minimum of 5 year’s experience as a Customer Success Manager working with demanding mid market-size accounts
• Deep understanding of retail, e-commerce and logistics
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
• Influence product, success, support, and sales teams to get things done
• Enjoy working in a fast-paced environment and have strong project management and communication skills
• Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
• Articulate the value proposition of a technology platform to meet client needs
• You have a BA/BS degree or equivalent experience
• Familiarity with data analytics and reporting tools such as Looker, Google Data Studio, and Tableau

Responsibilities

• Own the health and success of your customers from go-live through to renewal and expansion
• Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy
• Use data insights to track client health, and forecast and mitigate risk of churn
• Provide technical guidance and support on product features and functionalities
• Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
• Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently
• Contribute to the scalability of the customer success team through documentation and process optimization
• Collaborate with cross-functional teams to address technical or operational challenges promptly

Benefits

• Annual bonus
• Equity
• Benefits