Customer Success Manager

Who We AreSyte is a leading visual AI platform transforming the way shoppers discover and purchase products online. By enabling personalized and intuitive product discovery, we help retailers create exceptional customer experiences that drive engagement, conversion, and loyalty. Join our dynamic team and help shape the future of eCommerce.Who Are We Looking For?We are seeking an experienced, strategic, and data-driven Customer Success Manager (CSM) to drive success for key accounts. As a CSM at Syte, you will ensure customers unlock the full value of our platform by aligning their goals and market needs with our innovative solutions. You’ll act as a trusted advisor, connecting business outcomes to our capabilities, and serve as the central point for collaboration across teams to ensure shared success.Key ResponsibilitiesCustomer Relationship Ownership: Build and nurture deep relationships with key stakeholders, becoming their trusted advisor and go-to resource for all things Syte.Business Outcomes Focus: Partner with customers to define measurable success metrics that align with their business objectives. Proactively identify opportunities where Syte’s platform drives ROI, optimizes performance, and solves strategic challengesRenewals & Growth: Own the customer lifecycle, including renewals and upsell opportunities, with a focus on delivering ROI and achieving growth targetsUpsell and Cross-Sell Opportunities: Monitor account health to identify opportunities for upselling and cross-selling, contributing to revenue growthStrategic Insights: Use tools such as Tableau to analyze performance, identify trends, and craft actionable, data-driven recommendations. Collaborate with Business Analysts and internal teams to amplify insights and ensure measurable outcomesCustomer Advocacy: Serve as the customer’s voice internally to influence product development and roadmap priorities, ensuring their needs are addressedTraining & Enablement: Support onboarding by collaborating with Implementation Managers to align on success metrics. Deliver tailored training sessions on Syte’s console and tools, empowering customers to leverage data-driven insights, unlock actionable strategies, and achieve maximum valueCross-Functional Collaboration:Collaborate with Product, Sales, R&D, and Marketing teams to ensure customer needs are understood and addressed effectively. Work as part of a team to facilitate seamless execution, resolve challenges, and contribute to delivering exceptional customer experiencesExecutive Business Reviews (EBRs): Lead regular EBRs, presenting data-driven insights and strategic recommendations to showcase Syte’s impact, align on goals, and identify growth opportunitiesProof of Values (POVs): Oversee the execution of POVs, ensuring alignment with customer goals and success criteria. Support conversion efforts by providing strategic insights and showcasing Syte’s value propositionRequirements:Experience: 3+ years in a customer-facing role (Customer Success, Account Management, or equivalent) in B2B SaaS, with a proven track record of managing enterprise accounts and driving renewals and growthBusiness Acumen: Ability to deeply understand customer businesses, identify growth opportunities, and connect solutions to their strategic goalsData-Driven Mindset: Strong ability to use data to tell stories, measure success, and identify areas for improvement. Experience with tools like Tableau or similar is a plusCommunication Excellence: Exceptional interpersonal, written, and verbal communication skills, with the ability to present confidently to C-suite stakeholdersTechnical Orientation: Comfort in discussing and understanding technical solutions, particularly in eCommerce or AI-powered platformsCustomer Focus: A passion for customer success, with the ability to anticipate customer needs and act proactively to address themProblem-Solving: A proactive, creative thinker who thrives in a dynamic, fast-paced environmentTeam Collaboration: Proven success working across cross-functional teams to deliver results and solve challengesWork from Home:Hybrid Model