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Customer Success Manager - Enterprise

Company: Tapcart
Location: Santa Monica
Posted on: September 22, 2022

Job Description:

Tapcart is the ultimate mobile commerce platform fueling the fastest growing brands. We power mobile apps for over 50 million consumers worldwide; processing over $3 billion in mobile commerce revenue. A majority of Ecommerce traffic is on a mobile device now; we turn these users into high retention growth for some of the largest brands, including Fashion Nova, Pier 1, Chubbies, Brandy Melville, and many more. Customer Success is as much about taking care of our customers as it is about our team members. If you're feeling valued and supported then it's very likely our customers are, too. The selected candidate would be joining a collaborative and insightful team while reporting to the Head of Customer Success. As an Enterprise Customer Success Manager, you'll be responsible for helping our customers drive outcomes in their Tapcart mobile apps. These outcomes typically come from constant consultation in mobile marketing, design, and go-to-market strategy and best practices. You will be the trusted advisor to some of the world's largest ecommerce brands. You're proactive about regular check-ins, are able to identify areas to add value, strengthen the relationship, and be an ambassador for the Tapcart brand (in person, through email, and over the phone). You're on top of our client's concerns and, because you take ownership of your role, you already have a game plan for reaching out to your accounts before they reach out to you. You have experience in implementing a structured account plan for every enterprise client. You visit clients, help field technical questions, and conduct training as needed. While upselling is certainly a bonus, you're not sacrificing the relationship of the account for the short-term sale. You are responsible for the Net Revenue Retention of your book of business. Increasing customer loyalty through amazing outcomes and customer experience is the key to winning in this role. How you will make an impact:

  • Managing our highest profile customers ( such as Fashion Nova, Chubbies, Figs, Marshmello )
  • Ensuring the success of customers through sales handoff all the way to renewals and up-sells
  • Conduct regular meetings with customers including weekly checks and quarterly business reviews
  • Owning customer success KPIs including NPS and Net-retention
  • Be an ambassador of Tapcart inside the office and with local customers in person
  • Consulting with customers on ways to maximize their business outcomes with the Tapcart platformWhat skills you will need:
    • 3+ years in Customer Success, Sales, or other related client-facing roles
    • Ability to articulate the value that customers receive from Saas solutions -
    • Demonstrated experience in onboarding and retaining a portfolio of Enterprise customers
    • Ability to manage conflict and deal with difficult discussions
    • Experience working cross-functionally with product, implementation and sales teams.Bonus Qualifications:
      • Experience in e-commerce, Shopify or B2b SaaS
      • Prior technical or QA experience
      • Working knowledge of design
      • Startup experience
      • Ability to travel up to 25% -401K and stock options for all full-time employees -Medical eligible first of the month -Dental and Vision eligible immediately -Unlimited PTO and 11 paid company holidays -Brand new MacBook Pro and home office setup -$250 a month wellness stipend -Monthly Happy Hours, Company-Wide Offsite Events -A team that has transitioned to remote work impressively and remains highly collaborative, engaged, and connected. -We pride ourselves on a team that promotes diversity, inclusion, leadership, mindfulness and passion. Who is Tapcart!? We are growing startup located in Santa Monica, CA

Keywords: Tapcart, Santa Monica , Customer Success Manager - Enterprise, Executive , Santa Monica, California

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