Purpose of the role

The purpose of the Customer Success Manager is to take ownership of, and to ensure that the Customer Success Team empowers and supports key stakeholders that we service, to use our products and services to their full potential, and to maximize the value they receive.

Your mission will be to:

  • Own the customer success strategy by converting sales prospects into active users.
  • Provide guidance and leadership to the Customer Success Team with a focus on building long term customer relationships and customer loyalty.
  • Drive significant growth of transactions through the company Platform by proactively suggesting ways for the customer’s business to succeed.
  • Position the company as a trusted brand for delivering FMCG products.

Responsibilities:

  • Understanding what customers want from the company in order to maximize ROI from our brands
  • Increase the number of new customers enabled on the company Platform
  • Identify and implement Key Metrics to measure success of the Customer Success team
  • Prepare and report on monthly team performance
  • Aid in strengthening brand culture and equity, working closely with the Marketing Manager and Brand Managers, as well as the HR Manager to make sure the company brand values, image and culture are understood and followed by all members of the Customer Success team
  • Research and analyze competitors, target markets and channels as well as trends to support marketing programs and brand innovation

Requirements

  • 2+ years of client success management
  • Experience in or knowledge of the beverage alcohol industry
  • B2B SaaS, data, or ecommerce platform experience is a plus
  • The capability of understanding client pain points, requirements, and correlating potential business value that can be provided by the company
  • Strong and professional communication, interpersonal, presentation, and organizational skills. You should be a great writer, speaker, and listener with a positive and energetic presence.
  • The courage to challenge the status quo when logic and reason require it
  • Ability to work independently as well as part of a team in a fast-paced environment
  • The mindset of a solutions oriented team player who wants to help put long term solutions in place for scale rather than duct tape the problem
  • Ability to adapt to fast paced environments that can pivot based on newly prioritized initiatives or processes
  • Self-starter who aims to jump in and be proactive with furthering your education around the product and understanding the makeup of our customers
  • The desire to collaborate and build together as a team
  • Ability to problem solve
  • Strong numerical proficiency
  • Definition and measurement of strategic KPI’s for the Customer Success Department
  • Excellent written, verbal and presentation skills