Customer Success Manager

Join Our Team

At Nosto, we believe shopping should be personal and our people work to the best of their abilities to ensure retailers and brands are providing the best eCommerce experiences their customers deserve. With a global team spread across nine countries, Nosto is a melting pot of backgrounds, personalities, and expertise. As a team of self-motivated, compassionate individuals who all get excited to make shopping just a little bit more fun, we set our goals high and we always make sure to have some fun on our way to reach them.

Nosto is looking to hire an English-speaking
Customer Success Manager
to join our EMEA APAC team, based in Sydney, Australia.

As a Customer Success Manager you will be part of the commercial team in the APAC Region, based in Sydney. You will liaise with both Sales and the Product Team – guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nosto's position as the global leader in personalization.

You will work closely with
SMB and Mid-Market
clients using Nosto to make sure all steps of the technical implementation are handled flawlessly. You act as a consultant to the client, making sure best practices are followed. This includes hosting webinars on Nosto and CRO, producing material on personalization and product improvement projects and providing technical support for customer's tech teams.

Responsibilities
- what are you going to do:

• Empower our SMB and Mid-Market clients to reach their goals using Nosto's Personalization Platform, Visual UGC, data-based strategy suggestions, and our partner network
• Own the entire SMB and Mid-Market client lifecycle after onboarding, including training, retention, growth & satisfaction
• Engage a large portfolio of SMB and Mid-Market clients and build personal relationships with key people in the organizations
• Identify and act on win-win expansion opportunities for additional client investments
• Maintain high average NRR rate within personal portfolio of Mid-Market clients
• Relay valuable feedback and insights from the market to the product team
• Deliver keynotes and webinars on different aspects of personalization
• Create customer heroes & advocates, and working proactively with marketing to tell their story
• Run effective Quarterly Business Reviews with your portfolio of SMB and Mid-Market clients.

Requirements
- what we expect from you:

• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
• Deep understanding of Ecommerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimisation)
• 2+ Years of Customer Success Experience either in a similar or complementary role
• Excellent communication skills: active listening, persuasive writing and presenting
• Ability to challenge clients assumption while maintaining absolute service-mindedness
• Ability to disseminate complex information in tangible and digestible ways
• Ability to own your book of business, including the ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment
• Fluent English

What we respect:

• An entrepreneurial personality: you will be part of the core team building something completely new and delivering it to exciting and innovative online businesses and brands
• Good understanding of HTML, CSS, Javascript
• Experience with Email marketing
• Understanding of Google analytics or any other web analytics tool
• Passion for emerging technology and/or retail

What we offer:

• Fast learning of all the aspects of e-commerce
• Working with a state-of-the-art product and delivering it to exciting and innovative D2C brands.
• A great team consisting of highly experienced professionals with rich backgrounds in Tech, eCommerce and Data Science
• A job that gives you independence and autonomy and the opportunity to make a real difference in a fast-growing company.

Benefits:

• Apple Devices
• Ergonomic and centrally located offices with flexible working hours and remote working options
• Opportunities to meet and collaborate with awesome team members from all over the world
• An extra day off on your birthday
• Mental Health App benefit
• Paid time off to do good for the community around you
• About five weeks of vacation and other benefits depending on the location

Nosto Supports Workplace Diversity

We are committed to Equal Employment opportunities without regard for race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status. If you have a disability or special need that requires accommodation, please let us know.