Yotpo Associate Customer Success Manager 

Canada, Ontario, Toronto 

417822962

How you’ll make an impact:

• Primary owner of a BoB (1:180, 1:250 BoB) containing multi-product customers and responsible for a high volume of account renewals QoQ
• Accountable for maintaining an accurate forecast for in-quarter and future quarter performance
• Ability to prioritize, segment, and manage customer portfolio and consistently leverages internal tooling to assist with meaningful outreach and engagement
• Maintains a deep understanding of our products in order to effectively deliver and communicate ROI throughout the customer lifecycle
• Conduct regular business reviews to summarize a) status of goal execution b) on-going success of the program and c) gaps in performance and/or strategy that should be addressed and actioned
• Seek to understand the ‘why’ and consistently ask deeper questions in order to tailor strategy, mitigate churn, evolve our product and uncover and nurture potential growth cross-sell and up-sell opportunities
• Collaborate with Sales counterparts to identify and close meaningful cross-sells and up-sells
• Quarterbacking experiences across various cross-functional teams at Yotpo on behalf of the customer
• Act as a customer advocate within the organization, providing feedback and insights to drive product enhancements and improvements.

About You:

• Previous experience as a CSM or Account Manager preferably in the Digital Marketing Space
• Comfortable discovering and nurturing upsell and cross-sell opportunities across your BoB
• General understanding of the digital marketing space, including SEO/SEM, Social Media, Email marketing and E-Commerce best practices
• Retention and commercial 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. Ability to prioritize while managing multiple projects and initiatives in a fast-paced, changing environment

About Yotpo CA:

• 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.
• Our team works in a hybrid model, going into our Toronto office three days per week.