Customer Success Manager jobs at Yotpo in Canada, Toronto

In this role, you’ll be instrumental in fostering strong client relationships, understanding their needs, and ensuring their success with Yotpo products. Your ability to navigate various organizational levels, coupled with your commercial acumen and strategic mindset, will be instrumental in driving customer growth and satisfaction.

How You’ll Make An Impact

• Showcase your deep understanding of retail, ecommerce, the Shopify ecosystem, and D2C while consulting with marketing and operational leaders to help them optimize for acquisition, retention, and LTV
• Serve as a trusted advisor to clients, leveraging your e-commerce expertise to consult on their business challenges and objectives
• Responsible for driving the customer to a high value threshold during and after onboarding and getting the merchant bought in on a path to value.
• Understand customer pain points and position thoughtful and tailored solutions that lead to meaningful value realization and expansion opportunities
• Leverage performance metrics and analytics: drive feature adoption, optimize programs, and understand & achieve client goals.
• Ensure all customers are achieving value and according to project plans and timeline.
• Strategic problem solver who can identify opportunities to streamline the value realization process and build new playbooks to help our customers achieve their goals.
• Proactively identifies potential challenges and recommends viable solutions to internal challenges or roadblocks.
• Be the voice of your customers by advocating internally for solutions to boost long-term customer value.
• Conduct regular business reviews and workshops that will empower clients to maximize the full potential of our platform
• Build and nurture strong relationships with key stakeholders including decision-makers / executive buyers
• Collaborate closely with internal teams, including sales, product, and marketing to inform product development and strategic decisions
• Quarterback internal initiatives that directly impact the success of our business and our business partners
• Demonstrate your knowledge and expertise within different e-commerce verticals and tailor your approach based on the unique challenges and opportunities within each vertical
• Be a force in the ecosystem as a highly visible Yotpo ambassador, partnering not only with clients, but agencies, technology partners, and leading ecommerce platforms.
• Help customers migrate their email service provider (ESP) to Yotpo’s email product

About You

• You are an ecommerce marketing expert at an SMS or Loyalty Marketing company, who wants to bring your knowledge and skills to Yotpo’s customers
• Ambitious: You are motivated by the company’s growth and success, which is intrinsically your growth and success
• Take ownership: You don’t stop until your customers are engaged and successful
• Stamina: You have a fervor for embracing change and evolving with the organization
• Collaborator: You are curious about your business partners’ work and leverage them for the outcomes you need, too
• Winning mindset: You’re tenacious and will find a way, because you want to be the best

About Yotpo:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.

As a Yotpo Sales Operations Manager, you will be a trusted advisor to sales leadership, focused on strategic planning, sales optimization and business operational support. You will partner with many cross-functional teams such as finance, customer success, marketing, operations, and others. This is a high impact role, with quickly changing priorities and demands. You will think strategically, arrive at a focused execution plan, and manage the plan to fruition. Examples of projects can range from the very strategic to the very operational and focus on some of the many areas, such as Go-To-Market planning, product playbook, territory alignment, data quality, business planning, market segmentation, sales pipeline, and business performance review.

You will:

• Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual sales strategy planning cycle. This includes account segmentation, resource allocation, territory assignment, compensation, quota setting, etc.
• Define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, identify areas of weakness and present improvement recommendations to sales leadership.
• Perform ad-hoc analyses across multiple data sets and tools (examples of analyses include customer segmentation, sales participation, propensity to buy, white space, etc.).
• Drive forecast management excellence to ensure sustained, predictable growth across all business units, coordinate weekly forecast calls to track status of sales pursuits.
• Create executive-level presentations for both local and global leadership reviews; organize quarterly business reviews.
• Assist in troubleshooting of operational issues as they surface; propose changes to systems and processes to fix root causes.

About you:

• You have 2+ years of professional experience, specifically in a consulting / sales strategy / business operations role and/or within a B2B SaaS company.
• You’ve done quantitative analysis and financial modeling.
• You’re able to translate complex information into easily consumable insights.
• As an expert project manager, you’re motivated to go above and beyond the task at hand to find the best creative solutions to big company challenges.
• You’re an effective communicator with strong presentation skills.

About Yotpo:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.

You will:

• Orchestrate the design and implementation of all aspects of the Go-To-Market plan under the annual sales strategy planning cycle. This includes account segmentation, resource allocation, territory assignment, compensation, quota setting, etc.
• Define key performance metrics and targets, create reports and dashboards to derive insights into the health of the business, identify areas of weakness and present improvement recommendations to sales leadership.
• Perform ad-hoc analyses across multiple data sets and tools (examples of analyses include customer segmentation, sales participation, propensity to buy, white space, etc.).
• Drive forecast management excellence to ensure sustained, predictable growth across all business units, coordinate weekly forecast calls to track status of sales pursuits.
• Create executive-level presentations for both local and global leadership reviews; organize quarterly business reviews.
• Assist in troubleshooting of operational issues as they surface; propose changes to systems and processes to fix root causes.

About you:

• You have 2+ years of professional experience, specifically in a consulting / sales strategy / business operations role and/or within a B2B SaaS company.
• You’ve done quantitative analysis and financial modeling.
• You’re able to translate complex information into easily consumable insights.
• As an expert project manager, you’re motivated to go above and beyond the task at hand to find the best creative solutions to big company challenges.
• You’re an effective communicator with strong presentation skills.

About Yotpo:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.

You will:

• Strategically nurture and close renewals and complex cross-sell and upsell deals that arise through your own relationship building, or through CSM, Partner, Marketing, or other channels
• Serve as a trusted advisor to clients to consult on their business challenges and objectives
• Develop and nurture strong relationships with key stakeholders including economic buyers
• Understand customer pain points and position thoughtful and tailored solutions that lead to meaningful expansion opportunities and introduce our comprehensive suite of products to our largest and most strategic customers
• Forecasting sales and retention activity and revenue achievement, while maintaining satisfied customers
• Demonstrate your knowledge and expertise within different e-commerce verticals and tailor your approach based on the unique challenges and opportunities within each vertical
• Go above and beyond in your sales performance, taking full advantage of an uncapped commission plan/OTE and associated accelerators

Ideally, you’ll bring:

• You have 3+ years of closing experience, with a record of top performance
• You’ve been carrying a mid-market/enterprise quota at a SaaS company
• You’re a pro at managing 3-6 month long sales cycles: you know how to navigate a complex organization, connecting with manager to C level stakeholders
• You’ve demonstrated ownership in all aspects of territory management and account planning and ability to leverage internal resources effectively (SDRs, Partners, Marketing, etc.)
• You possess a keen ability to thrive in constantly changing, fast-paced, high-growth environments
• Extra kudos for digital marketing or entrepreneurial experience or SMS/Email sales experience

About Yotpo Canada:

• Company sponsored RRSP matching.
• 100% coverage of additional benefits programme.
• Equity in options.
• Individualized career development, rewards and recognition.
• Wellness and philanthropic programming and events.
• We are working in a hybrid capacity, spending 3 days per week in our Toronto office.