Customer Success Manager, OpenStore
More information about location
5 days a week in office
Shopify business acquisition company
Open for applications
Shopify business acquisition company
101-200 employees
Open for applications
More information about location
5 days a week in office
101-200 employees
Company mission
To provide life-changing liquidity to ecommerce entrepreneurs.
Role
Who you are
- If you love working with customers, optimizing onboarding experiences, and driving retention, this role is for you
- 2-5 years of experience in Customer Success, Account Management, or Sales at a SaaS or eCommerce tech company
- Proven ability to convert trial users into paying customers through proactive engagement
- Strong communicator who can build relationships with founders and eCommerce operators
- Highly organized with a process-driven mindset to scale CS operations efficiently
- Experience working in an early-stage startup or high-growth environment is a plus
What the job involves
- We’re looking for a Customer Success Manager to turn trial users into paying customers and build a world-class customer success function from the ground up
- Convert trial users into paying customers by guiding them through activation and ensuring they see value quickly
- Own the customer onboarding experience, refining it to improve conversion rates and reduce drop-off
- Proactively engage customers via email, chat, and calls to help them get the most out of OpenDesk
- Develop scalable customer success processes, including playbooks, automated touchpoints, and best practices
- Monitor customer health metrics to identify churn risks and expansion opportunities
- Work closely with the product and sales teams to surface customer feedback and drive improvements
- Turn customers into advocates, encouraging referrals and testimonials
Our take
Founded in spring 2021, OpenStore helps entrepreneurs looking to sell their Shopify businesses. The platform buys businesses directly, making automated bid offers within 24 hours of a company submitting their details, and closing the deal in as little as 1 week with no transaction fees.
This is an improvement on legacy brokerage services, which typically take a hefty cut and can make for slow sales. It is likely to prove appealing to the 80% of small Shopify sellers reportedly amenable to acquisition. With the hefty investment they raised within months of being founded, which nearly tripled by winter, they are swiftly onboarding talent to scale up and refine their model.
It’s a model that sees OpenStore follow in the footsteps of other holding companies like Thrasio, who provide a similar service for Amazon brands and have enjoyed significant success. The concern here is whether or not OpenStore can hold its own against rivals turning their hands to the Shopify space, especially as this business model has been adopted by many new players like Pattern Brands and Perch. That being said, OpenStore appears to be keeping its head above the water, having closed a funding round of $32 million led by Lux Capital in September 2022.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
494% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Sep 2022
$32m
LATE VC
Nov 2021
$75m
SERIES B
Total funding: $137m
Company HQ
Wynwood Art District, Miami, FL
Leadership
Matt Lanter
(Head of Product)Matt has previoudly been Chief of Staff at Founders Fund to Keith Rabois. Before this, they served as Engineering Manager at OpenDoor, and Technical Lead at Facebook.
Jeremy Wood
(Head of Engineering)Previously worked in Engineering at One Kings Lane and Google.
Michael Rubenstein
(President)Previously Founder & General Manager of DoubleClick Ad Exchange (which later became part of Google). Since then, has been on Board of Directors at IAB and President & Board of Directors at AppNexus (later rebranded as Xandr).
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