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Customer Success Manager (CSM)

Founded in 2017, BrandCommerce builds tools that empower and enable large brands such as Heineken, Molson Coors and Unilever to power their e-commerce and sell direct-to-consumers nationwide. At the heart of the BrandCommerce platform is an API layer integrated with offline and online retailers, fulfillment providers and logistics partners.

BrandCommerce, headquartered in New York City, is currently looking for Customer Success Managers with a proven track record to lead relationships with some of the world’s leading brands. This position includes responsibilities for Customer Success activities including on-boarding, support, analysis & strategic consultation and feature request through the entire lifecycle.

Successful candidates for this role will have a proven track record in building collaborative client relationships throughout customer organizations, through to C-level executives. We’re looking for people who are excited about the rapidly changing e-commerce landscape. You should be comfortable in a dynamic startup environment, bringing energy and passion to eve-rything you do. This role reports to the founders, with significant cross-functional collaboration with engineering/product teams.

Responsibilities

As the founding member of the CSM team at BrandCommerce responsibilities will include:

Define and Optimize the Customer Lifecycle

  • Work with the founders to develop a template for the value plan for new customers
  • Own existing customers post-sale journey, team activities and deliverables needed to support our customers at each stage of the lifecycle
  • Determine how to define, drive, and demonstrate value delivered: recommend and implement changes to client ana- lytics and optimization processes, including team responsibilities and workflows as well as presentation materials
  • Work with founders to establish an escalations process and ensure its successful implementation
  • Drive adoption of new products; initiate and close customer expansion and renewal opportunities

Help build and develop the Customer Success team

  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team, and identify opportunities to develop critical skills across the team
  • Ensure the entire team builds long-term relationship and deeply understand each customers’ businesses and objec- tives, and are positioned to serve as trusted advisors
  • Play a key role in defining a company-wide culture of Customer Success, serving as the advocate for our customers
  • Inform the product roadmap based on customer input
  • Adhere to and assist in implementing an operational and financial reporting model highlighting key customer success drivers

Own key Customer Success metrics

  • Reduce Gross Churn, increased Net Dollar Retention
  • Product adoption, customer satisfaction and NPS
  • Cultivation of referenceable clients and marketable case studies
  • Revenue through cross-sell and up-sell activity

Desired Experience

  • 3+ years building strong customer relationships in roles with progressively increasing responsibility, including signifi- cant exposure to senior clients
  • Track record in managing a team of CSMs around multiple customers
  • Exceptional communicator, and compelling presenter with an unbreakable resolve and excellent negotiation skills
  • Analytically savvy, familiar with ROAS and other metrics our clients are looking to optimize
  • Well-versed in all things Commerce and SaaS
  • Empathetic, humble and hungry
  • NYC based or ready to relocate

Benefits

  • Cash + Equity + Bonus
  • Health, Dental and Vision insurance fully paid by company
  • 401K
  • Flexible office hours & vacation policy
  • Maternity & Paternity leave
  • Commuter discounts

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