Remote

Customer Success Manager

Rep is the first AI-powered Concierge (sales chatbot) for eCommerce. It proactively approaches disengaged site visitors and offers shopping assistance for everyone. As a result, Rep sells more stuff and handles up to 90% of all support requests.

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
Willingness to work US hours or live in the US
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

Fluent English level

Strong analytical skills

Critical thinker and problem-solving skills

Good time-management skills

Great interpersonal and communication skills

Team player

Work US hours

You will get

Supportive team environment, flexible schedule. Add to that a competitive salary, best-in-class benefits package, which includes medical, life, dental & vision, 401(k) with company match, paid time off, and career growth opportunities