Manager of Customer Success, Yotpo
Loyalty
$130k
+ Variable compensation + Equity
3+ days a week in office
eCommerce marketing platform
Open for applications
eCommerce marketing platform
501-1000 employees
Open for applications
$130k
+ Variable compensation + Equity
3+ days a week in office
501-1000 employees
Company mission
Yotpo's mission is to provide brands with everything they need to create winning customer experiences, from discovery to purchase.
Role
Who you are
- 5+ years of work experience and at least 2 years of successful management of high-performing Customer Success or Account Management teams
- Experience working with eCommerce and other website platforms, content management systems, and responsive websites
- Ability to operate effectively in an ambiguous and fast-paced environment
- Strong analytical skills and a consultative approach to problem-solving
- Passion for technology and a deep curiosity about how things work
- Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking
What the job involves
- As Yotpo’s Manager, Customer Success of the Loyalty Specialist team, you will manage a team of 4-5 Loyalty Specialists who work with our Loyalty customer segment to establish a strong partnership based on value, strategic consultation, and high customer satisfaction
- We are looking for someone with a background in Customer Success, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right outcomes within their book of business
- The ideal candidate demonstrates a consistently positive attitude, is solutions-oriented, exhibits pose, has a strong leadership acumen, knows how to motivate a team, and possesses positive working-relationships with our business partners
- Lead, mentor, and develop a team of Loyalty Specialists
- Build a creative, can-do culture, with a passion for motivating individual contributors and promoting their success
- Own your team’s quarterly goals, and help to build and drive the plan to attain and exceed them
- Provide ongoing training and professional development opportunities
- Work closely with internal teams including the Loyalty General Manager and Yotpo’s executive team (Product, Marketing, Sales, Support, Professional Services) to align priorities, collaborate on customer needs and opportunities
- Drive the team to ensure customers reach high-value thresholds post-onboarding
- Develop and implement playbooks, strategies and collateral to drive feature adoption, enhance the customer value realization journey and increase overall Loyalty business retention
- Identify and address any potential challenges proactively
- Guide the team to analyze product data, understand trends, and deliver actionable recommendations
- Encourage a deep understanding of product features and proactive communication of product gaps
- Represent the voice of the customer within the organization
- Advocate for customer needs and feedback to drive product improvements
- Collaborate with internal stakeholders, including product, support, and delivery teams, to align on customer success goals
Our take
The retail sector is continuing its decisive pivot towards eCommerce, creating a vast and growing market for innovative eCommerce tools and software. Yotpo is a SaaS-based eCommerce marketing startup offering integrated data-driven loyalty, SMS marketing, and review solutions, amongst others, on a single platform.
The company has already secured strategic partnerships with major eCommerce platforms including Shopify, Salesforce, and Adobe. In a sector where the breadth of reach is key, it is wise to deepen existing partnerships and continue with new acquisitions - both of which appear to have remained a priority for Yotpo alongside the launch of its eCommerce Retention Marketing Platform in 2023.
Its focus on a single platform and integrated experience is likely to be a success, as the spate of new eCommerce tools is creating a real need for streamlined and optimized management as the sector develops. If Yotpo can become the one-stop shop of choice for vendors of all sizes, it stands to capitalize well on the growing eCommerce sector.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
-2% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Sep 2021
$30m
LATE VC
Mar 2021
$230m
SERIES F
Total funding: $436.1m
Company benefits
- Private healthcare, dental and optical included
- Pension contribution
- Voluntary death in service policy
- Cycle to work scheme
- Generous PTO, volunteer days, holidays and flex days
- Individualized career development, rewards and recognition
- Wellness and philanthropic programming and events
- Hybrid work model
Company values
- Glow Up
- Make the World Better
- Flex
- Bring Your Whole Self
- Casual Everyday
- Passionate
Company HQ
Hudson Square, New York, NY
Articles
Leadership
Tomer Tagrin
(CEO)Served for 2 years in the Israeli Defense Force, then founded Ikick and worked as a Chip Design Developer for Intel. Started working as a Contributor for The Next Web in 2010, and co-founded Yotpo in November 2010.
Omri Cohen
(COO)Served in the Israel Defence Forces for 2 years and then went on to become a student at the ASIC Team at Essence Security. Left after 1 year to co-found Yotpo.
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