Customer Success Manager, MikMak
eCommerce enablement & analytics platform
Open for applications
eCommerce enablement & analytics platform
101-200 employees
Open for applications
101-200 employees
Company mission
To be the #1 Commerce Intelligence enabler that converts global consumers.
Role
Who you are
- 2+ years partnering with a Retail Brand as a Customer Success Manager, Brand Consultant, Media Buyer, Media Planner or equivalent within an agency or a MarTech SaaS organization
- Demonstrable knowledge within the Retail industry. CPG experience is a plus
- Proven track record of driving measurable customer outcomes & KPIs
- Comfort handling a high volume of new and existing customers and are open to fluctuation
- Experience navigating complex client relationships with multiple stakeholders across differing levels of seniority
- Exceptional communicator and compelling presenter with experience presenting to senior level executives
- Analytically savvy, with experience in data storytelling and delivering insights to support value demonstration & competitive differentiation
- Comfortable working in Google Slides & Sheets
- Able to travel to customer meetings & support customers outside of the US when required
- Worked cross-functionally with account executives, support, implementation, product and marketing peers
- Fluent English and Spanish level (Speaking, listening, reading and writing)
- To support MikMak’s commitment to provide a healthy and safe work environment, we require all of our team members to be fully vaccinated against COVID-19 to enter any of our physical work locations
What the job involves
- MikMak is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable and retain a portfolio of MikMak’s customers
- This role is focused on ensuring that customers receive maximum business value from their MikMak services
- The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for MikMak through potential new areas of customer value
- Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. Occasionally, the CSM will collaborate during the pre-sales cycle to help with a seamless transition and positive customer experience
- Act as a solution consultant by understanding the customer’s business drivers and tailoring your go-forward recommendations on how to leverage MikMak’s platform to achieve maximum business value
- Is responsible for the adoption of all products and forecasting risk where adoption is missing
- Recommends and carries out joint strategic success plans with their portfolio of customers
- Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future
- Captures customer product feedback and enhancement requests metrics and KPIs and documents them in Salesforce
- Ensure customer satisfaction through a mix of timely proactive and reactive outreach activities
- Share Customer Success stories to inspire marketing content and sales materials in a way that fosters company-wide understanding of Customer Value
- Creates playbooks and informs processes for how we can scale our approach towards supporting our largest and most complex customers
Our take
MikMak provides digital marketing software that helps companies understand their consumers' online journey through analytics. Through its platform, users can track sales and optimize the shopability of their existing eCommerce marketplaces, as well as supercharge digital advertising.
The eCommerce landscape has developed massively in recent years, and MikMak faces a number of competitors, but the company has found much success in enabling eCommerce for the lesser-served grocery and alcohol industries. It has gained big-name clients such as Amazon, Target, and Walmart, and has raised significant investment for its expansion.
MikMak is now regarded as a leader in the eCommerce acceleration space, and in 2023 announced a definitive agreement to acquire Swaven. The combination of MikMak's existing platform with Swaven's own enablement and analytics software is cited to "pave the path towards MikMak 3.0", which the company claims will be the world’s most advanced eCommerce enablement and analytics platform to date.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-13% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2020
$10m
SERIES A
Aug 2016
$3.2m
SEED
Total funding: $13.2m
Company HQ
South Village, New York, NY
Leadership
Rachel Tipograph
(Founder & CEO)Studied Entertainment Business & New Media at NYU. Joined Time Warner Inc. as a Digital Marketing Consultant in 2008. Was a Strategist at Undercurrent before spending 3 years as Global Director of Digital and Social Media at Gap Inc. Is an investor at Cleo Capital. Co-hosts the BRAVE COMMERCE podcast. Founded Mik Mak in 2014.
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