Driving Business Outcomes through Exceptional Customer Experiences
4 days ago
We are seeking a highly motivated and results-driven Customer Success Manager to join our team in APAC.
The successful candidate will be responsible for delivering a best-in-class customer experience, driving product adoption, and optimizing performance across our suite of tools, including search, merchandising, personalization, feed management, and optimization solutions.
Key Responsibilities:- Manage key relationships with customers to drive product adoption, and optimize performance, and uncover opportunities for improved performance (including improved conversions, AOV, and digital results)
- Drive retention and growth with current customers by understanding their business needs and helping them succeed
- Manage onboarding of new customers, training of end-users, and post-go live support to ensure they are using the platform to the fullest extent
- Collaborate with the technical support and implementations team to configure the implementation per customer requirements and troubleshoot any issues raised by customers
- Represent the voice of the customer internally to provide input for product enhancements, marketing, and sales processes
- Create one-to-many enablement and best practices content for customers including documentation, how-to guides, and videos
- Support customers via active participation in regular customer Virtual Office Hour or F2F User Group sessions
- Identify opportunities for customers to act as advocates (testimonials, case studies, reviews)
- 2+ years of experience in Customer Success, Account Management, or related customer-facing roles, in a SaaS fast-paced environment
- Experience in the retail and/or ecommerce industry
- Proven experience growing MRR base
- Top performer, highly motivated, and results-orientated
- Ability to grow strong relationships with customers and partners
- Strong empathy for customers
- Analytical and process-oriented mindset
- Demonstrated desire for continuous learning and improvement
- Excellent communication and presentation skills
- Ability to navigate challenging conversations and overcome roadblocks to deliver successful outcomes for clients
- Energy, passion, a great attitude, and resilience are a must, we're looking for our next shining star
Bonus Points: Prior experience in managing remote teams, handling multiple priorities, and balancing competing demands.
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