Senior Customer Success Manager, LoyaltyLion
APAC, Contractor
Data-driven loyalty and engagement platform
Posted today
Data-driven loyalty and engagement platform
21-100 employees
Posted today
21-100 employees
Company mission
To help ecommerce brands thrive in the age of Amazon.
Role
Who you are
- 3 years + experience in a similar Customer Success or Account Management role
- Excellent written and spoken English - C1 proficiency
- Experience working with a non-APAC headquartered company, in a role which required you to onboard and work remotely, ideally as one of the first employees for the company in the APAC market
- Proven experience working with a book of business of a company's largest clients, or owning clients for a full geographical area
- Confident in discussing ROI and the impact software can have on a client’s organisation
- Fantastic written and verbal communication skills ranging from business users of our software to c-suite executives of client organisations
- People person with a natural collaborative mindset, great at building strong working relationships across teams and managing different stakeholders
- Highly organised and can manage multiple projects confidently
- Excellent attention to detail
- Inquisitive, curious and enjoy looking for ways to improve processes
What the job involves
- As our first Senior Customer Success Manager in the APAC region, you’ll join us on our mission to accelerate growth for Shopify brands by turning more one-time shoppers into loyal customers
- You will take ownership of all customers across the APAC region, ensuring they continuously recognise the impact we deliver from our products and services
- You will onboard new customers and be the main relationship owner of existing customers
- You’ll also provide some technical support for customers throughout the APAC timezone and work closely with the Account Management team to drive our Net Revenue Retention, by delighting our customers, demonstrating recurring impact, spotting and mitigating churn risks, securing renewals and uncovering upsell opportunities throughout the entire customer lifecycle
- Onboard all new customers into the APAC region
- Deliver a best in class experience to our larger clients by building relationships and demonstrating impact through multiple touch points
- Provide CS at scale to our Mid-Market customer utilising technology and triggers
- Manage multiple touch points, including digital meetings, to keep clients engaged and informed
- Advise clients on loyalty strategy and optimisation opportunities to get the most out of their program
- Discuss return on investment and the impact driven by our program
- Encourage clients to adopt new features and participate in product beta testing
- Actively gather feedback from clients and share across the organisation to improve our product and service
- Continuously improve our client offering by actively spotting opportunities to improve our current processes
- Work closely with Marketing to drive advocacy in the form of testimonials, case studies, reviews and customer events
- Partner with our Support team to ensure client queries as responded to and rectified quickly
- Partner with our Account Management team to deliver on renewals and upsells throughout the customer journey
- Confidently forecast NRR performance, fully mitigate any ‘at risk’ clients and support upsells
- Engage with our Engineering, Marketing, and Sales teams to ensure a smooth customer journey and experience
Our take
LoyaltyLion helps fast-growth eCommerce retailers succeed in the age of Amazon, driving growth through long-lasting customer relationships that go beyond price or logistics. The company enables relationships to be built on emotional connections, aligned values and great customer experiences.
Beyond a traditional 'points for purchase' system, LoyaltyLion enable rewards for other actions, such as referring a friend, leaving a review or following on social media (often particularly important for smaller businesses). This model is better suited to eCommerce and provides more meaningful loyalty interactions that count towards conversions.
LoyaltyLion is a Deloitte Fast 50 company that recently raised impressive funding from Kennet, a SaaS-focused growth stage investor. They now work with over 10,000 eCommerce retailers and are focused on growing their team.
Steph
Company Specialist at Welcome to the Jungle
Insights
44% female employees
-7% employee growth in 12 months
Glassdoor (3.6)
Company
Employee endorsements
Autonomy
"We follow the Team Topologies model and all of teams are cross-functional. Each Team has a Product Manager, Product Designer, Engineering Manager..."
Funding (last 2 of 3 rounds)
Mar 2021
$12.5m
SERIES A
Apr 2014
$0.4m
SEED
Total funding: $13m
Company benefits
- Financial & Insurance benefits: 🛟 Life insurance from day 1 🎁 Access to comprehensive discounts through Perks at Work 💝 Charity giving scheme 💰 Optional pension salary sacrifice scheme
- Working life benefits: ⏰ Flexible working – core hours between 10-4 🏠 Hybrid working with 2 days in our Farringdon Office 🎉 4.30pm finish on Friday 🥳 Quarterly team and company-wide socials
- Equipment: 💻 Apple MacBook and all the equipment you need to be set up for success 🏡 £200 work from home allowance 🤖 ChatGPT subscription
- Growth & development: 📚 Generous Learning & Development budget 📊 Bi-annual Performance Reviews with clear progression frameworks in place across every team 🎟️ Earn gift vouchers by getting recognised for your great work every day by your colleagues
- Time off benefits: 🌞 25 days holiday per year + bank holidays ➕ One additional day of holiday for each year of service, up to 5 years 🎄 Christmas annual leave booster 🌍 Work from anywhere policy
- Health & Wellbeing benefits: 🩺 The choice of two of the following: wellbeing budget, private medical insurance through Vitality, or private dental insurance 🚲 Cycle to work scheme 🤝 Employee Assistance Programme
- Family benefits: 👶 Enhanced parental leave 🏫 Workplace nursery scheme ❤️ Family forming leave policy
Company values
- Get uncomfortable and grow - We seek regular candid feedback and offer it to help those around us. We pass on responsibilities to empower others so that we find our next challenge
- Team before ego - We believe in the strength of the team. To move forwards quickly everyone must move in the same direction. When you truly work as a team, there is no room for ego. We are all united in our purpose and every voice matters at every level
- Delivery over deliberation - We all share a bias towards action. We observe, learn and iterate. We do not seek perfection on day one. Instead, we want fast continuous improvement. We believe there is more lost through indecision than wrong decisions
- Personally accountable - When we say we’ll be there, we are. When we say we’ll do a task, we do it. You can trust your colleagues to be there for you, to deliver and push you, no matter what
Company HQ
Farringdon, London, UK
Articles
Leadership
Charlie Casey
(CEO)Former Economic Advisor at the Foreign and Commonwealth Office and Senior Consultant at Deloitte. Dog dad to Blue.
Dave Clark
(Chief Architect)Former Web Engineer at Sun Microsystems. Dog dad to Willow.
Ben Pointing
(COO)Ben joined LoyaltyLion in 2019 as the Head of Customer Success and Partnerships, they held this role until 2020 when they became COO. Prior to LoyaltyLion, they spent over 2 years at tcc global as a Key Account Manager and a Business Development Manager.
Diversity, Equity & Inclusion at LoyaltyLion
- We remove gendered language from our job advertisements
- We provide mental Health support via an EAP and managers have active conversations around mental health and wellbeing
- We think that the little things go a long way, from allowing for more flexibility for parents to including pronouns as a field in our slack to ensure that all feel safe and welcome
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