Manager, Customer Success

As a Manager, Customer Success, you will manage a team of 5-7 CSMs who work with our EMEA SMB customer segment with a goal to successfully and consistently deliver ROI and value for our customers.

We are looking for someone with a background in Customer Success or Account Management, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right commercial outcomes within their book of business. We are looking for a leader who is solutions-oriented, has a strong leadership acumen, knows how to motivate their team, and possesses positive working-relationships with our business partners. 

You will:

• Manage our SMB Customer Success team with a goal to successfully and consistently deliver ROI and value for our customers.
• Hire and coach high-performing CSMs according to company values and methodology, to build a best in class CS team.
• Build a creative, can-do culture, with a passion for motivating individual contributors and promoting their success 
• Own your team's quarterly retention goals, and help to build and drive the plan to attain and exceed them
• Work closely with internal teams including Yotpo’s executive team (Product, Marketing, Sales, Support, Professional Services) to align priorities, collaborate on customer needs and opportunities.
• Collaborate with our Revenue Operations team to analyze and optimize every aspect of the day to day of your team.
• Proactively communicate business updates to your direct manager and ensure you are in lock-step on tops accounts and escalations 

About you:

• 3+ years of successful experience in client management/strategy/consulting.
• Team management experience 
• Experience managing high-performing Customer Success or Account Management teams.
• Strong communication skills, ability to deliver complex messages in a digestible manner. 
• Robust organizational understanding and approach. 
• High motivation and aptitude to work in a hyper-fast paced and changing environment.
• Strong sense of empathy. 
• Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
• Ability to communicate technical concepts to technical and non-technical audiences.

What we offer:

• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere + best coffee in town
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers – monthly
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Equity in options.
• Hybrid working – 2 days/week in the office.