Customer Success Manager
About this position
Rep developed the first-ever AI Concierge for eCommerce stores that converts more traffic, reduces customer support tickets, and gets more sales for some of the fastest growing direct-to-consumer brands in the market — all powered by our own Rescue AI and ChatGPT. The AI proactively approaches disengaged site visitors and provides a guided shopping experience for them. The result? Shoppers find products faster, get more relevant product recommendations and offers, and have all of their store-related questions answered quickly.
We are looking for a Customer Success Manager to join our team and help us revolutionize the eCommerce shopping experience! As the face of Rep, you will be responsible for deploying the Concierge for direct-to-consumer brands and optimizing their account performance. You'll work closely with customers to ensure they get the most out of the platform, providing guidance and support throughout their journey. With your help, we will continue to make online shopping easier and more enjoyable.
This role oversees the customer lifecycle. It includes data-based optimization work, educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention and renewals. In addition, you’ll work with the founders, sales, marketing, and R&D team day-to-day to build the next big channel for eCommerce brands.
We're a passionate bunch, spread out around the globe, who come together to help deliver the best shopping experience — for everyone.
We're fully remote - so you can do your best work from wherever you want to be.
You Will
- Manage customer accounts on all levels
- Be responsible for Rep's product adoption, advocacy, renewals, and upsells
- Work closely with customers to understand their business challenges
- Recommend and execute creative strategies to increase value with Rep
- Provide training and education on the Rep platform and new features
- Serve as Rep's customer advocate within the Rep Team
- Work in an amazing team!
Requirements
- Fluent English
- Strong analytical skills
- 2+ years of successful experience in client management
- Strong relationship skills, supported by strategic consulting skills and technical curiosity
- Ability to analyze and draw conclusions based on raw data
- Expertise in presenting concepts and vision to senior teams to influence strategy
- Ability to communicate technical concepts to technical and non-technical audiences
- Experience working with multiple diverse accounts in parallel
Preferred requirements
- Great content writing skills
- Experience working with Data & BI systems
- Experience working with CRM tools (Trello, Jira, Salesforce, Zendesk etc.)
- Experience working with any eCommerce platform (i.e., Shopify, Magento, Bigcommerce, WooCommerce)
- Being referred by a current Rep team member is a plus!
Required Skills
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We look forward to hearing from you!
We exist so that shoppers get the personal attention they deserve. Conversational Shopping is the future of commerce. Join us.
