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Crain's 2019 Built in 2021
Customer Success New York

Manager, Client Success Team

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.

If you shop online, you’ve likely used Yotpo. We’re the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Patagonia, Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate growth and create loyal customers. We’re a Series E, Forbes Cloud 100 company and perennial Best Place to Work with offices in New York, London, Boston, Sofia, and Tel Aviv.

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

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this is a role that would make you excited to come into work every day.

About Yotpo:

  • 100% coverage of employee medical premiums; 90% coverage of dependent/family premiums.
  • Comprehensive dental, life, disability and vision coverage.
  • Generous PTO, holidays and flex days.
  • Company sponsored 401K matching.
  • Pre-tax Commuter and Healthcare benefits.
  • Paid leave for new parents and Dependent Care FSA.
  • Individualized career development, rewards and recognition.
  • Wellness and philanthropic programming and events.
  • In light of the global pandemic, all Yotpo teams are working in a remote capacity. When we return to the office, we expect we’ll be working in a hybrid model. 

Yotpo’s employee-centric culture has consistently earned us coveted spots on Crain’s and BuiltInNYC’s Best Places to Work lists. Directly inspired by employee feedback, Yotpo programming includes diversity & inclusion efforts, a mentorship program, and affinity groups like Yotpo Cares and Women at Work. You’ll be working alongside awesome people where your voice is heard and your perspective is encouraged.

Yotpo champions diversity. We welcome and employ people regardless of race, color, ancestry, religion, gender, gender identity, 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.

Yotpo’s robust platform makes enterprise-level technology available to businesses of all sizes. That’s why the world’s leading commerce brands, like Away Travel, MVMT Watches, UnTUCKit, and Esurance, choose to grow with Yotpo. An official partner of Google, Facebook, and Shopify, Yotpo has raised $101 million in funding and has over 300 employees globally.

You can find us here:
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Your personal data will be processed for the purposes of managing Yotpo’s recruitment related activities and will be shared with Greenhouse Software, Inc., a cloud services provider located in the USA and engaged by Yotpo to help manage its recruitment and hiring process. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site and will be subject to appropriate additional safeguards under Privacy Shield Framework. Your personal data will be retained by Yotpo as long as Yotpo determines it is necessary to evaluate your application for employment.
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