Manager of Customer Success, Yotpo
SMB
+ Stock options
3 days a week in office
eCommerce marketing platform
Open for applications
eCommerce marketing platform
501-1000 employees
Open for applications
+ Stock options
3 days a week in office
501-1000 employees
Company mission
Yotpo's mission is to provide brands with everything they need to create winning customer experiences, from discovery to purchase.
Role
Who 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
What the job involves
- 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
- 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
Our take
The retail sector is continuing its decisive pivot towards eCommerce, creating a vast and growing market for innovative eCommerce tools and software. Yotpo is a SaaS-based eCommerce marketing startup offering integrated data-driven loyalty, SMS marketing, and review solutions, amongst others, on a single platform.
The company has already secured strategic partnerships with major eCommerce platforms including Shopify, Salesforce, and Adobe. In a sector where the breadth of reach is key, it is wise to deepen existing partnerships and continue with new acquisitions - both of which appear to have remained a priority for Yotpo alongside the launch of its eCommerce Retention Marketing Platform in 2023.
Its focus on a single platform and integrated experience is likely to be a success, as the spate of new eCommerce tools is creating a real need for streamlined and optimized management as the sector develops. If Yotpo can become the one-stop shop of choice for vendors of all sizes, it stands to capitalize well on the growing eCommerce sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2021
$30m
LATE VC
Mar 2021
$230m
SERIES F
Total funding: $435.1m
Company benefits
- Private healthcare, dental and optical included
- Pension contribution
- Voluntary death in service policy
- Cycle to work scheme
- Generous PTO, volunteer days, holidays and flex days
- Individualized career development, rewards and recognition
- Wellness and philanthropic programming and events
- Hybrid work model
Company values
- Glow Up
- Make the World Better
- Flex
- Bring Your Whole Self
- Casual Everyday
- Passionate
Company HQ
Hudson Square, New York, NY
Articles
Leadership
Tomer Tagrin
(CEO)Served for 2 years in the Israeli Defense Force, then founded Ikick and worked as a Chip Design Developer for Intel. Started working as a Contributor for The Next Web in 2010, and co-founded Yotpo in November 2010.
Omri Cohen
(COO)Served in the Israel Defence Forces for 2 years and then went on to become a student at the ASIC Team at Essence Security. Left after 1 year to co-found Yotpo.
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