Yotpo
Customer Success Manager
An eCommerce marketing platform offering solutions for Reviews, SMS, Loyalty & Referrals, Subscriptions, and Visual UGC.
Sales and customer success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Yotpo
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 user-generated content 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. Our primary goal is to deliver the best technology in the industry.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 user-generated content 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. Our primary goal is to deliver the best technology in the industry.
About the role
In this role, you’ll be instrumental in fostering strong client relationships, understanding their needs, and ensuring their success with Yotpo products. Your ability to navigate various organizational levels, coupled with your commercial acumen and strategic mindset, will be instrumental in driving customer growth and satisfaction.
How You’ll Make An Impact
- Showcase your deep understanding of retail, ecommerce, the Shopify ecosystem, and D2C while consulting with marketing and operational leaders to help them optimize for acquisition, retention, and LTV
- Serve as a trusted advisor to clients, leveraging your e-commerce expertise to consult on their business challenges and objectives
- Responsible for driving the customer to a high value threshold during and after onboarding and getting the merchant bought in on a path to value.
- Understand customer pain points and position thoughtful and tailored solutions that lead to meaningful value realization and expansion opportunities
- Leverage performance metrics and analytics: drive feature adoption, optimize programs, and understand & achieve client goals.
- Ensure all customers are achieving value and according to project plans and timeline.
- Strategic problem solver who can identify opportunities to streamline the value realization process and build new playbooks to help our customers achieve their goals.
- Proactively identifies potential challenges and recommends viable solutions to internal challenges or roadblocks.
- Be the voice of your customers by advocating internally for solutions to boost long-term customer value.
- Conduct regular business reviews and workshops that will empower clients to maximize the full potential of our platform
- Build and nurture strong relationships with key stakeholders including decision-makers / executive buyers
- Collaborate closely with internal teams, including sales, product, and marketing to inform product development and strategic decisions
- Quarterback internal initiatives that directly impact the success of our business and our business partners
- Demonstrate your knowledge and expertise within different e-commerce verticals and tailor your approach based on the unique challenges and opportunities within each vertical
- Be a force in the ecosystem as a highly visible Yotpo ambassador, partnering not only with clients, but agencies, technology partners, and leading ecommerce platforms.
- Help customers migrate their email service provider (ESP) to Yotpo’s email product
- 5-10% travel may be required
About You
- You are an ecommerce marketing expert at a Reviews, Loyalty, SMS or Email Marketing company, who wants to bring your knowledge and skills to Yotpo’s customers
- Ambitious: You are motivated by the company’s growth and success, which is intrinsically your growth and success
- Take ownership: You don’t stop until your customers are engaged and successful
- Stamina: You have a fervor for embracing change and evolving with the organization
- Collaborator: You are curious about your business partners’ work and leverage them for the outcomes you need, too
- Winning mindset: You’re tenacious and will find a way, because you want to be the best
What you'll be responsible for
- 💬
Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
- 👍🏼
Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
- 🤝
Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🤓
Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
