Customer Success Manager (Reviews & UGC Product) - Yotpo

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Job Title

Customer Success Manager (Reviews & UGC Product)

Job Location

Sofia

Job Listing URL

https://www.yotpo.com/careers/gid-6393341?gh_jid=6393341

Job Description

If you're into online shopping (who isn't these days?), chances are you've crossed paths with Yotpo. We're all about eCommerce retention—helping brands of every size turn one-time shoppers into lifelong customers.

Think loyalty programs, SMS and email marketing, subscriptions, and reviews—it's what we do best. Plus, we've got more tricks up our sleeve.

With teams spread across the globe—from the US and Canada to the UK, Israel, Bulgaria, and Australia—we're growing fast. Our main mission? Delivering cutting-edge technology that sets new standards in the industry.

Sounds exciting? Then read on, because we’re looking for curious professional talents to be a part of building the future of the e-commerce industry.

As a Yotpo Customer Success Manager for Reviews & UGC, your mission is to establish partnerships with our premium clients, based on value and ROI. These partnerships are created by securing long lasting professional relationships, based on exceptional service and delivering the power of the Yotpo suite of services. Be at the forefront of customer satisfaction, guiding clients through their journey and unlocking the full potential of our powerful platform!

How you'll make an impact:

Successfully and consistently deliver ROI and value for our customers, consulting their business while leveraging Yotpo solutions.
Building strong relationships with clients based on your ability to earn their trust and deliver
Proactively identifying business goals and pain points, and opportunities where Yotpo can deliver even greater value for our customers.
Analyzing key account statistics and performance metrics to identify pain points while educating customers in order to drive performance.
Simultaneously and successfully managing multiple client relationships.
Responsible for maximizing customer retention by proactively identifying risks, analyzing client data to spot red flags, and escalating issues to cross-functional teams to ensure customer satisfaction and prevent churn.

About you:

3+ years of experience in the CSM field or a client-facing role – preferably in a SaaS or e-commerce environment.
Proven track record of successfully managing client relationships and driving retention and renewals throughout the entire client lifecycle.
A general understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing, and eCommerce best practices – a HUGE advantage!
Ability to work independently and take ownership of tasks while collaborating effectively with cross-functional teams.
Ability to identify risks, raise red flags, and escalate issues. Experience with identifying and executing cross-sell and upsell opportunities, working closely with Sales and other teams to increase account growth and maximize customer lifetime value.
English – full professional proficiency.
Hunger to work in a hyper-fast-paced and ever-changing environment.

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.