Customer Success Manager

About the role

This role includes educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention. As a Customer Success and Support Manager, you will be responsible for providing outstanding support to Rep's longtail and SMB clients through written communication (mainly email) and meetings to address their needs effectively.

Responsibilities

• Manage client accounts on all levels.
• Work closely with clients to understand their business challenges and recommend and execute creative strategies to increase value with Rep.
• Provide training and education on the Rep platform and new features.
• Communicate technical concepts to technical and non-technical audiences.
• Investigate client issues and instruct them on the best solutions for their case.
• Create, maintain, and enhance our Help Center and video tutorials to continuously strengthen our clients' product knowledge and attachment to Rep, as well as serve as our clients' advocate within the team.
• Work in an amazing team!

Requirements

• Excitement to join a fast-growing Series A company with category defining solutions in the eCommerce category.
• Native English speaker.
• Likely located in EST states.
• Willingness to accommodate EU timezone during training.
• 3+ Years of Customer Success or Account Management experience required, with experience in eCommerce and DTC preferred.
• Commercially fluent, with a strong understanding of renewal, retention and expansion levers.
• Strong analytical skills with the ability to draw insights from raw data, and connect them back to the value of the product.
• Proven strategic advisor, adept at presenting concepts and vision to senior teams to influence their strategic thinking.
• Love for communication with clients, both in writing and face-to-face.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Exceptional strategic consulting skills with a keen technical curiosity.
• A self-starter, who can prioritize multiple tasks at a time.

Preferred Requirements

• Experience working with Data & BI systems (e.g., Quicksight, Tableau).
• Experience working with CRM and Customer Service tools (e.g., Jira, Salesforce, Trello, Zendesk etc.).
• Experience working with any eCommerce platform (eCommerce platforms: Shopify, Magento, Bigcommerce, WooCommerce) or tool (e.g., Attentive, Klaviyo, Post Script).
• Being referred by a current Rep team member is a plus!