Customer Success Manager

About Our Client

? In a world facing significant supply chain disruptions, true omni-channel networks, and consumers prioritizing sustainability, there is a vital need for next-generation inventory systems.

? That’s why an innovative solution has been developed—a predictive AI-powered software designed for inventory decisions in commerce. By harnessing more data in real-time, the platform empowers merchandising and planning teams with allocation, ordering, and planning recommendations.

? The ultimate vision is for commerce to become a more sustainable industry, as the intelligent platform facilitates inventory excellence at every step in the value chain.

? Backed by notable venture capitals, including Google’s AI fund (Gradient Ventures), and supported by former executives from prominent brands like Adidas, Zalando, ASOS, and Salesforce, the company collaborates with fast-growing brands such as Faherty, Reformation, and Desigual.

About The Role

As a Customer Success Manager, you will be the primary point of contact for a rapidly expanding customer base, ensuring that customers are thoroughly satisfied with their experience. The focus is entirely on the customer, aiming to create enthusiastic advocates for the platform. This role requires individuals with a strong sense of customer empathy, capable of leading strategic discussions and driving efficiencies in customer onboarding and training programs. Being part of a young team means each member plays a vital role in shaping the future direction of the customer success and support organization.

You Will:

• Be the primary contact for customers, methodically tracking and addressing all questions and requests.
• Lead the onboarding of new customers, collaborating closely with Sales and Operations teams.
• Drive improvements in the onboarding process to shorten the onboarding time and enhance the customer experience.
• Develop training programs to educate customers on all aspects of the platform.
• Engage proactively with customers through regular check-ins to provide insights and assist them in operationalizing the platform’s recommendations.
• Gain a deep understanding of customers’ perceptions of ROI and effectively communicate the return on investment derived from the platform.
• Systematically document and track all account activities, providing relevant feedback to internal teams.
• Monitor customer churn indicators and facilitate contract renewals and upsell opportunities

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You Have:

• At least 3 years of experience in a customer-facing role.
• A high-energy demeanor and a passion for helping customers succeed and achieve their business objectives.
• A genuine interest in technology, with the ability to discuss data analytics knowledgeably.
• Experience in program or project management, preferably focused on onboarding or customer processes.
• Excellent written and verbal communication skills, capable of crafting compelling presentations for both technical and business audiences.
• Strong customer empathy, with the ability to listen and understand the unique needs of customers.
• The highest level of integrity in customer interactions and collaboration with team members.
• A willingness to adapt and experiment with new approaches, learning from failures in the process.
• Experience working in a high-growth startup environment (ideal, but not mandatory).

What We Offer

• Remote Flexibility: A remote-first approach across Europe and North America, with an office in New York for those who prefer to work on-site.
• Equity Compensation: Attractive equity options for early employees.
• Health Benefits: Comprehensive health, vision, and dental insurance provided to all employees.
• Generous PTO: Flexibility to take the necessary time off whenever needed.
• Global Team Summits: Quarterly gatherings of the entire team in various locations, including Barcelona, Tuscany, and New York.

Salary Range

The role offers a competitive base salary range of $105,000 – $140,000 in New York City, along with a similarly competitive range in other locations.