Manager, Customer Success

As Yotpo’s Manager, Customer Success, you will build and manage a team of 3-5 CSMs who work with our SMB customer segment to establish a strong partnership based on value and ROI. We are looking for someone with a background in Customer Success or Account Management, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right commercial outcomes within their book of business. The ideal candidate has exceptional planning and execution skills, strong leadership and management experience, and the operational ability to grow the CSM team.

You will:

• Manage the day-to-day performance of a team of 3-5 Customer Success Managers
• Ramp up CSMs’ knowledge of the Yotpo platform and internal operations
• Develop the digital marketing, e-commerce, and consulting skills of our SMB CSM team through continued education, with the intent of forming CSMs who become key stakeholders in the success of our customers
• Be the point of escalation for all communications with customers
• Track team metrics and report performance data to CS leadership on a regular basis
• Meet predefined retention and revenue goals, and drive an accurate, iterative forecast 
• Embody company culture and maintain high team engagement
• Proactively identify opportunities and points for optimization where we can deliver even greater value for our clients
• Manage the Sofia site operation and be the go-to person for our personnel, reporting back to the Yotpo leadership team

About you:

• Experience within a B2B SaaS environment, eCommerce, or a consulting role preferred.
• Experience in a CSM or Account Management role.
• People management experience within a high-growth organization.
• Demonstrated knowledge of strategic account service techniques and processes, including the ability to understand customer needs, overcome objections, develop solutions, negotiate and manage critical situations
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and/or eCommerce best practices
• Technical know-how in web design and development projects, analytics and tracking, CMS platforms, API calls - an advantage 
• Fluent English - MUST
• Other languages - Big advantage 

What we offer:

• Track to success – work in a dynamic organization with ambient and laid-back office atmosphere + best coffee in town
• Individualized career development, rewards and recognition.
• Work-life balance – 25 days paid vacation with add-ons for loyalty, regular team buildings and celebrations in and outside the country
• Additional health insurance package
• Internal mobility program and refer-a-friend program
• Managing a fixed monthly budget for social benefits thru Re:Benefit – a flexible online benefits solution
• Food vouchers – monthly
• E-learning portals and knowledge sharing sessions.
• Company backed Hackathons, Tech conferences, workshops events, etc
• Stocked kitchen and bar.
• Equity in options.
• Hybrid working – 2 days/week in the office.