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Manager, Client Success Team

Customer Success Australia

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce marketing platform, on a mission to help brands of all sizes accelerate their growth through exceptional customer experiences. Loyalty programs, SMS marketing, reviews, and visual UGC are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, UK, Israel, Bulgaria and Australia — and we’re still growing. Yotpo secured a $230 million fundraising round in March 2021, our valuation is now $1.4 billion, and our primary goal is to deliver the best technology in the industry. You can hear all about it in our latest brand video.

Sound exciting? Then read on, because we’re on the hunt for the best and the brightest minds to help us achieve our vision.

As a Yotpo Manager, Client Success Team, you will scale and manage a team of 5-7 CSMs that works with our SMB customers to establish a partnership based on value and ROI. These partnerships are created by securing long-lasting relationships, based on exceptional service and delivering the full potential of the Yotpo suite of services. This is a major role with direct impact on almost all parts of our larger organization. We are looking for someone with a hybrid background in Client Success and Product Management, with the ability to effectively represent the Voice of the Customer. The ideal candidate has exceptional planning and execution skills, strong leadership and management experience and the foresight to grow our CSM team.

You will:

  • Manage day-to-day performance of a team of 5-7 Client Success Managers
  • Develop the digital marketing, e-commerce and consulting skills of our SMB team through continued education, with the intent of forming CSMs who become key stakeholders in the success of our customers
  • Be the point of escalation for all communications with customers
  • Track the team metrics and report data to CS leadership on a regular basis, meet predefined retention and ACV goals through activities and direct reports
  • Embody company culture and maintain high team engagement
  • Proactively identify opportunities and points for optimization where we can deliver even greater value for our clients

About you:

  • Experience with B2B SaaS environment, eCommerce or a consulting role preferred.
  • 3+ years experience in a CSM or Account Management role.
  • A people person with 2+ years of people management experience within a high-growth hyper-fast paced organization.
  • Demonstrated knowledge of strategic account services techniques/processes including the ability to understand customer needs, overcome objections, develop solutions, negotiate and manage critical situations
  • General understanding of the digital marketing space – including SEO/SEM, Social Media, Email marketing and eCommerce best practices
  • High-level technical know-how in web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls
  • Bachelor’s degree or equivalent experience, Master’s degree a plus but not required
  • Must be a local resident based out of Sydney or Melbourne
  • Ability to work across time zones in the USA/EMEA.

Bonus points for: 

  • Experience in fast growing tech startup / B2B SaaS / e-commerce.

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you

About Yotpo Australia:

You’ll be working alongside awesome people where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

Yotpo is also committed to diversity, equity, and inclusion, and we want teammates who are similarly passionate about pushing for change in our industry.

Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color,  gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer.

Interested in Yotpo?
Schedule a call with one of our marketing consultants to learn more.
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