Customer Success Manager - Marketing Saas Innovator - Remote - $100K+ Base - Early-Stage Equity - Write The Playbook

Our staffing firm represents a privately-held SaaS company that uses patented technology to help CPG and food and beverage companies drive revenue growth and improve customer loyalty.

This 25-employee, seed-funded firm, which has grown from 2 to 50 U.S. clients over the last 12 months, is seeking a Customer Success Manager to help their clients realize the value of the solution and to increase adoption. This is a remote role, but you must live in the EST or CST time zones.

Solution

Our client’s solution connects brands directly with their end consumers, drives product trials and brand awareness, increases the rate of sales at retail, collects consumer feedback, improves targeting, and facilitates repeat purchases through data-driven personalized communication.

Serving better-for-you brands, they aim to help billions of people lead healthier and happier lives by introducing them to better products.

Role

* Individual contributor, working remotely (home office), reporting to the U.S. general manager.

* $85k to $120k base salary, On-Target Earnings (OTE) is $110k to $140k. Super-early-stage equity and benefits round out the comp plan.

* You are measured on product adoption, renewals and expansion, but you’re not responsible for the sales process itself.

* You will be the first U.S.-based CSM and will build the CSM playbook together with the general manager.

* You have CSM or AM experience related to brand marketing, integrated marketing, and/or e-commerce SaaS.

* Experience working with CPG and/or food and beverage companies preferred.

* You will often work with the brand, promotions, and marketing leaders within the client base.

* Startup experience strongly preferred; we’ll consider a mix of large and small firms.

Culture

* CEO and Co-Founder previously built and sold a tech company that disrupted the grocery industry.

* U.S. General Manager was a senior leader at Catalina Marketing for 15 years and has a huge Rolodex in the CPG space.

* Your tech toolkit includes HubSpot, Aircall, Google Workplace, and Zendesk.

* We expect this person to be a major player here for years to come – leadership path is available.

Official

We are looking for a Customer Success Manager who shares our values to take ownership of current Chop Clients, plus inbound and pipeline potential Clients.

About the Role

· Our Customer Success Manager (CSM) owns the implementation of Chop plus the Chop strategy for each client.

· The CSM will work to maintain and strengthen relationships with key personnel and brand teams within each client organization in order to stay connected to the metrics that matter most to them.

· Driving renewals and expansion by understanding the clients’ needs is key.

· The CSM will manage and provide guidance to Ourcart resources including Head of Growth, Head of Product Development, Head of Operations, and Chop Support in order to ensure that Chop is not only consistent but delivering at the highest level.

· In addition to maintaining working relationships with Chop clients and internal Ourcart stakeholders, the CSM will own the ongoing assessment of client priorities and schedule of deliverables that will provide an ongoing connection to the unique value that Chop provides.

· Through the coordination of internal and external resources, the ultimate evaluation of a CSM’s efforts will be the successful implementation of client campaigns, plus renewal and expansion of each client's business.

· Additionally, there may be some sales execution that includes inbound meeting presentations and contracting, pipeline engagement and contracting, and development of the future outbound plan.

Responsibilities

· Own and manage relationships with key members for all assigned client clients.

· Driving sales via inbound and outbound activity, resurrecting via established pipeline, and re-establishing contact with previously.

· Establish customer relationships and strategic recommendations.

· Serve as liaison between client clients, internal resources, and other strategic clients in order to ensure all priorities are understood and appropriate measurement of program and efforts are aligned in accordance.

· Manage efforts associated with individual projects, brand experience, data and insights reporting, data integration with clients, and more.

· Schedule and deliver regular reporting to highlight the unique value of Chop and ability to address important business issues. This helps enhance and construct the product development roadmap.

· Become a product and technology expert by learning all facets of Chop to a high standard.

Requirements

· Highly motivated to succeed, honesty, integrity, accountability.

· Minimum of 3-5 years of customer relationship management and sales experience managing multiple clients and internal relationships.

· Experience in CPG, sales, brand marketing, or integrated marketing, and SAAS.

· Impeccable customer service skills and passion to deliver at high level with a client first focus.

· Highly organized and proven ability to manage multiple projects simultaneously.

· Knowledge and experience in customer service and retention.

· Strong written and verbal communication.

· Experience delivering marketing communication, technology or data-driven solutions is preferred.

· You love helping people and a growing company succeed!