Customer Success Manager, Mid-Market

As a Yotpo Customer Success Manager, Mid-Market, you will establish partnerships with our clients based on value and ROI. These partnerships are created by securing long-lasting relationships, based on exceptional service and delivering the power of the Yotpo suite of services.  

You will:

• Successfully and consistently deliver ROI and value for our customers by consulting for their business while leveraging Yotpo solutions.
• Build strong relationships with clients based on your ability to earn their trust and deliver value.
• Demonstrate the continuous value of our solutions by successfully renewing annual customers.
• Proactively identify opportunities and optimization points where we can deliver even greater value for our clients.
• Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement.
• Simultaneously and successfully manage multiple client relationships.
• Lead the knowledge sharing effort derived from the voice of the customer between all departments of our company.
• Identify and manage opportunities to organically grow your portfolio of clients by delivering additional solutions and tools based on business needs.

About You:

• 2+ years experience in a CSM or Account Management role - preferably in a SaaS environment
• Upselling and renewal experience preferred, as well as a proven technical understanding
• General understanding of the digital marketing space - including SEO/SEM, Social Media, Email marketing and E-Commerce best practices
• A proven record of retaining and growing multiple client relationships
• Positive attitude and remarkable ability to build rapport from initial conversation and throughout the client lifecycle.
• Ability to work in hyper-fast paced and changing environment
• Superior organisation and prioritisation skills, along with focused attention to detail
• Extra kudos for having a high-level technical know-how in areas including: web design and development projects, analytics and tracking, CMS platforms, HTML/CSS and API calls

Bonus points for: 

• Experience in fast growing tech startup / B2B SaaS / e-commerce.

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

About Yotpo - Australia:

• A monthly wellness budget (minimum of $400).
• In addition to holidays, you’ll enjoy 25 days off each year to do the things you love.
• Join a growing team, as we continue to launch across Asia!
• Individualized career development, rewards and recognition. 
• Wellness and philanthropic programming and events. 
• We are working in a hybrid capacity, spending 3 days per week in our Sydney office.