Manager, Customer Success - SMB

As Yotpo’s Manager, Customer Success, you will lead a team of 6-8 CSMs who work with our SMB customer segment. You’re an active mentor and coach who champions the development of your team while also effectively representing the Voice of the Customer. Within your team’s book of business, you guide the CSMs to discover opportunities for commercial growth and greater value to the customer. In this role, you’ll report into the VP of Customer Success.

How you’ll make an impact:

• Coach, mentor, and develop a team of Customer Success Managers
• Seek out learning opportunities for your CSMs’ knowledge of the Yotpo platform and business
• Act as the point of escalation for customer communications
• Track team metrics and progress toward predefined retention and revenue goals
• Engage your team as active ambassadors of the culture of Yotpo and models of career growth
• Identify opportunities for optimization to drive greater value for customers and greater efficiency in CSMs’ work
• Build and maintain strong cross-functional relationships to ensure the success and satisfaction of our customers, while driving their long-term retention and growth
• Foster a customer-centric culture that prioritizes delivering exceptional customer experiences

You are:

• An experienced people leader who has managed teams of a similar scope (think 2+ years of leadership experience)
• Experienced as a CSM, Account Manager, or similar role
• Commercially driven, actively seeking out new ways to grow your team’s book of business and drive revenue
• An expert prioritizer who’s able to stay organized amid competing urgent priorities in a quickly-moving environment
• An effective communicator who builds successful relationships internally and externally; you can communicate ideas and break down complex subjects to your stakeholders
• A champion of your customers, leading your team with clients’ best interests in mind
• Driven to solutions: for your team, for your customers, and for the company overall

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 CA:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a flexible hybrid model, typically in office three days per week.

Yotpo’s employee-centric culture has consistently earned us coveted spots on Built In’s Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

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, a place 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.