Team Lead, SMB Customer Success

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.

We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.

You can hear all about it in our latest brand video.

Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.

As Yotpo's Team Lead, SMB Customer Success, you will manage a team of 5-7 CSM's who work with our EMEA SMB customer segment with a goal to successfully and consistently deliver ROI and value for our customers.

We are looking for someone with a background in Customer Success, with the ability to effectively represent the Voice of the Customer while also helping the team achieve the right commercial outcomes within their book of business. The ideal candidate demonstrates a consistently positive attitude, is solutions-oriented, exhibits pose, has a strong leadership acumen, knows how to motivate a team, and possesses positive working-relationships with our business partners.

You will:

• Manage our SMB Customer Success team with a goal to successfully and consistently deliver ROI and value for our customers.
• Hire and coach high-performing CSMs according to company values and methodology, to build a best in class CS team.
• Build a creative, can-do culture, with a passion for motivating individual contributors and promoting their success
• Own your team's quarterly retention goals, and help to build and drive the plan to attain and exceed them
• Work closely with internal teams including Yotpo’s executive team (Product, Marketing, Sales, Support, Professional Services) to align priorities, collaborate on customer needs and opportunities.
• Collaborate with our Revenue Operations team to analyze and optimize every aspect of the day to day of your team.
• Proactively communicate business updates to your direct manager and ensure you are in lock-step on tops accounts and escalations
  
  

• 3+ years of successful experience in client management/strategy/consulting.
• Experience managing high-performing Customer Success or Account Management teams.
• Strong communication skills, ability to deliver complex messages in a digestible manner.
• Robust organizational understanding and approach.
• High motivation and aptitude to work in a hyper-fast paced and changing environment.
• Strong sense of empathy.
• Experience in working with eCommerce and other website platforms, content management systems, and responsive websites.
• Expertise in presenting concepts and vision to senior teams and influencing their strategic thinking.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Willingness to work Mon-Fri work week