Customer Success Manager, MikMak
$70-90k
Plus commission
EST & CST preferred
eCommerce enablement & analytics platform
Job no longer available
eCommerce enablement & analytics platform
101-200 employees
Job no longer available
$70-90k
Plus commission
EST & CST preferred
101-200 employees
Company mission
To be the #1 Commerce Intelligence enabler that converts global consumers.
Role
Who you are
- 3-5 years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
- Familiar with the Retail industry. CPG SaaS CS experience is a plus
- Proven track record of driving measurable customer outcomes and success
- Documented client health scores and utilization targets within a Customer Success tool
- Comfort handling a high volume of new and existing customers and are open to fluctuation
- Experience navigating complex project implementations and/or programs
- Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
- A proven leader, exceptional communicator, and compelling presenter with an unbreakable resolve
- Analytically savvy, familiar with ROAS (a plus) and other ecommerce metrics our clients are looking to optimize
- Handled challenging or complex customers or situations and can demonstrate resolutions
- Worked cross-functionally with account management, professional services, product and marketing peers
- Ability to navigate data, systems and people to find answers
What the job involves
- This role is focused on ensuring that customers receive maximum business value from their MikMak services
- 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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