Mid-Market Customer Success Manager

Summary

Join Narvar's growing team as a Mid-Market Customer Success Manager! You will own customer success from onboarding to renewal, proactively engaging clients and identifying growth opportunities. Leveraging data insights, you'll mitigate churn risk and collaborate with product and engineering teams. You'll partner with sales to ensure efficient renewal and expansion, and contribute to team scalability through process optimization. This role requires a BA/BS degree, 3+ years of SaaS CSM experience with enterprise accounts, and strong communication and project management skills. Prior startup experience is preferred.

Requirements

• BA/ BS degree
• Minimum of 3+ year’s experience as a Customer Success Manager at a SaaS company and have worked with demanding enterprise-size accounts
• 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
• Comfortable collaborating with both technical and business teams
• Domain knowledge of retail, e-commerce, or logistics is a must

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
• 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

Preferred Qualifications

Previous start-up experience