Upmarket Customer Success Manager, Discover

About the role

The Customer Success Manager will be responsible for owning customer relationships end-to-end, from post-onboarding through renewal. They will also lead SEO + AEO audits, shape the Discover Customer Success motion, and engage in strategic QBRs and executive-level conversations.

Responsibilities

• Own post-onboarding customer relationships through renewal, driving retention and expansion in close partnership with Account Managers and Customer Success teams across product lines.
• Design and scale the Discover Customer Success motion, including optimization frameworks, success plans, QBR templates, expansion signals, and early customer playbooks.
• Lead SEO + AEO audits using Yotpo Discover, translating AI discovery insights into concrete recommendations and measurable outcomes for customers.
• Partner deeply with Product to shape roadmap direction through structured customer feedback, use cases, and validation sessions.
• Lead strategic QBRs and executive-level conversations that align customer goals with Yotpo’s roadmap.
• Proactively track adoption and performance, identifying risk early and leading resolution strategies when challenges arise.

Requirements

• 3–5+ years of experience in Customer Success, Account Management, SEO, Growth, or Digital Strategy.
• Hands-on SEO background is a plus (agency or in-house strongly preferred).

Qualifications

• Comfortable explaining AI search, LLM-driven answers, and modern discovery concepts to non-technical stakeholders.
• Builder mentality—thrives in early-stage environments and excited to create structure where none exists.
• Strategic advisor with experience managing complex customer relationships and engaging executive audiences.
• Analytical and data-driven, using insights to measure performance and demonstrate business impact.
• Exceptional communicator and storyteller with strong presentation skills.

Skills

• Strong communication and relationship-building skills.
• Ability to translate technical concepts into clear, actionable business value.
• Experience in creating and implementing customer success strategies.
• Knowledge of SEO best practices and tools.

Benefits

US employees receive comprehensive benefits including:

• 100% coverage of employee medical premiums;
• 90% coverage for dependent/family premiums;
• Comprehensive life and disability insurance;
• Flexible Time Off (FTO) policy, sick time, and paid holidays;
• Equity in options;
• Company sponsored 401K matching;
• Pre-tax Commuter and Healthcare benefits;
• Comprehensive paid leave for new parents and Dependent Care FSA.

Pay

$105,000 - $130,000 base salary, with a variable compensation component.

Schedule

Hybrid work model, with 3 days in the office per week.