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Strategic Customer Success Manager (Remote) - US/Canada

  • 0 yrs
  • Not Disclosed

Job Description

Narvar is growing! We are hiring a Strategic Customer Success Manager to help exceed client satisfaction and retention. You are a person who is self-motivated, scrappy, and willing to learn and take action. You get to partner with our amazing Customer Success Team. Success in this position becomes a building block to a career path as a Strategic CSM and beyond. 


The Role


Our Strategic Customer Success Managers are product experts who empower top brands to reach their business objectives. In this role, you will own the success of the largest industry-leading brands on the Narvar platform by becoming a trusted advisor. You will develop collaborative and deep, multi-pronged relationships to drive strong user adoption and excellent retention rates for Narvar’s solutions, demonstrating value every step of the way.


You will deeply understand your customer’s business and use cases and act as an extension of their team. With enthusiasm and clarity, you will make data-driven recommendations to improve their customer experiences and drive ROI. Our clients include some of the most iconic brands in the world and they expect the highest level of professionalism and expertise.The Strategic Customer Success Manager position is a high-profile, customer-facing role requiring outstanding relationship management and program management skills.


Day-to-day



  • Oversee the customer lifecycle to proactively drive satisfaction and retention, including owning the health and success of your customers from go-live through to renewal and expansion

  • Become a Narvar and retail industry evangelist, sharing the importance of a seamless and easy post-purchase experience

  • Use exemplary relationship management to build deep and meaningful relationships across multiple teams within a retailer’s organization

  • Develop collateral and conduct regular business reviews across multiple stakeholder levels (ie C-Suite, VP, Director, etc) 

  • Use data insights to track client health, and forecast and mitigate risk of churn

  • Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers

  • Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently

  • Contribute to the scalability of the customer success team through documentation and process optimization


What we're looking for



  • Minimum of 7-10 years experience as a Customer Success Manager (or similar) at a SaaS company and have worked with demanding large, strategic global accounts

  • Proven record of driving measurable customer outcomes and success with large, complex customers

  •  Strong leadership, committed priority management and high emotional intelligence with the ability to compel customers and internal partners to act and hold them accountable to their commitments

  • Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail and a background of taking initiative!

  • Experience working with and influencing VP-level and C-Suite executives at large Fortune 100 corporations

  • Influence product, success, support, and sales teams to get things done

  • Excel in a fast-paced environment and have strong project management and communication skills

  • Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence

  • Articulate the value proposition of a technology platform to meet client needs

  • Comfortable collaborating with both technical and business teams

  • BA/BS

  • Background in consulting, or similar 

  • Domain knowledge of retail, e-commerce, or logistics is a strong plus


 


Why  Narvar? 


We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!


From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Patagonia, GameStop, Neiman Marcus, Sonos, Nike and 850+ other brands. With offices in San Francisco, London, Paris, and Bangalore, we've served over 125 million consumers worldwide across 8 billion interactions, 38 countries, and 55 languages.


Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.