Yotpo Customer Success Manager SMB 

Canada, Ontario, Toronto 

120693854

How you’ll make impact:

• Act as a strategic advisor by consistently finding new sources of value for your clients while leveraging Yotpo solutions.
• Seek to understand the ‘why’ and ask the right questions to build and maintain strong relationships with clients, resulting in trusted partnerships.
• Partner with Yotpo Account Managers to develop a strategic approach for Quarterly Business Reviews (QBRs) and renewals while driving towards upsells and cross-sells.
• Leverage data and performance metrics to: optimize the customer experience, understand & achieve client goals, evaluate the health of your clients, and identify pain points.
• Be the voice of your customers by advocating internally for solutions to boost long-term customer value.
• Proactively identify opportunities to streamline the customer journey and organically grow your portfolio of clients.

About you:

• Experience in a CSM or Account Management role – preferably in a SaaS environment.
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and E-Commerce best practices.
• ‘Retention’ mindset, with a proven record of retaining and growing client relationships. You want your clients to thrive and benefit from Yotpo product’s added value through upsells and cross-sells.
• Experience building collaborative relationships with customers and colleagues. You enjoy being part of the customer journey and partnering with your teammates on challenging problems.
• Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment.
• Must have a valid Canadian work authorization to apply.

Bonus points for:

• Experience in fast growing tech startup / B2B SaaS / e-commerce.
• Solid understanding of the digital marketing channels, particularly search engine, social media, and email marketing.

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.
• Once we open an office space locally, we expect to work in a hybrid capacity 3 days per week.