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Customer Success Manager, US
Ometria - New York, NY
posted 2 days ago
About the position
We're looking for a Customer Success Manager to join our award-winning team of strategic retail marketing experts who empower our clients to harness Ometria's Customer Data and Experience Platform to deliver amazing experiences for their customers. Ometria is a Customer Data and Experience Platform built for retail marketers to be the fastest route to sustainable growth. Ometria helps marketers plan and launch their most profitable campaigns twice as fast, increasing their customer loyalty and CRM revenue with personalized marketing messages all throughout the customer journey. Our platform combines the data unification and customer insight of a CDP with an experience platform, letting retail marketers easily and efficiently create experiences their customers love across email, mobile, on-site, social, direct mail and more. Ometria is trusted by some of the fastest growing retail brands in the world such as Brooklinen, Davines, Steve Madden, and Sephora. We have a team of over 120 Ometrians based in North America and Europe. We have raised $75m from leading venture capital funds across the world such as Infravia Capital Partners, Octopus Ventures, Summit Action, Sonae IM and many others.
Responsibilities
- Retain customers, secure their renewal and hit retention targets
- Champion customer retention, ensuring seamless renewals and surpassing retention targets
- Identify and neutralise potential sentiment risks across diverse stakeholders
- Lead as a vocal customer advocate, steering cross-functional efforts to resolve challenges
- Proactively relay concise updates on pivotal customer wins and obstacles
- Oversee end-to-end commercial negotiations and drive renewals
- Spot and secure upsells in alignment with pricing model
- Execute well-timed mid-term upsells in line with pricing structures
- Actively pursue and conclude revenue-expanding opportunities
- Comprehend core personas across Marketing, Tech, and C-suite realms
- Actively seek channels to heighten Ometria's visibility within client organisations
- Solidify trusted partner status by fulfilling commitments and delivering on agreed-upon deliverables
- Deliver timely and accurate commercial forecasting
- Set and deliver on customer expectations
- Identify risk factors ahead of time and handle objections and escalations
- Become an expert in both the Ometria platform and ecommerce marketing strategies
- Deliver expected customer touchpoints based on their Service level
Requirements
- Relevant experience managing clients within a SaaS environment
- Excellent communication skills with a wide variety of stakeholders
- First class customer success skills
- Comfortable working with, manipulating and interpreting data sets
- Experience with tools such as Excel and Google Sheets
- Organised and able to work under pressure in a fast-paced environment
- Proactive learner with an interest in technology and ecommerce
- Meticulous planner able to define and deliver against weekly commitments
- Commercially driven with experience in negotiating commercial conversations
Nice-to-haves
- Previous experience within cross channel / email marketing/ ESP
Benefits
- Unlimited paid time off
- Health Insurance
- Dental
- Vision
- Mental Health Support
