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Convictional over 2 years ago
3+ yearsfull-timeremote
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We are seeking an Enterprise Customer Success Manager to lead the charge for our accounts at Convictional. This involves a high level of partnership, and coaching as some accounts are building their first marketplace/drop ship offering. Customer Success Managers are responsible for:

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Managing accounts to maintain high satisfaction levels, grow product adoption, usage, expansion, and ultimately renewal.
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Cultivating deep, trusted advisor relationships with senior stakeholders where you are considered a strategic partner in their team.
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Providing insights and best practices to customers to ensure movement towards GMV goals and to influence changes that drive adoption and long term success.
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Influencing the direction of Convictional’s platform and APIs, funneling customer feedback to the Product team while proactively helping customers understand how we’re working towards solutions.
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Delivering regular business reviews and organizing success plans with your customers.
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Articulating and documenting processes to help continually shape our approach to Customer Success.
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Conducting formal training sessions during the onboarding phase and providing training as needed.
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About you:

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Consultative & enablement-forward style
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Drives progress
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Master navigator of complex social relationships
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Comprehensive ecommerce business acumen
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A genuine passion for helping customers succeed and solving problems
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The ability to be comfortable with ambiguity
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Experience:

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At least 3-5 years experience as a Customer Success or Account Manager, ideally in a high-growth B2B startup environment.
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Experience with sales, pro-services, consulting, technical enablement, and project management all assets
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Extensive evidence of ability to manage complex relationships with business leaders and among business partners
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Experience working with software teams to triage project deliverables and translate requirements from business users to our internal product teams.
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Compensation:

$100,000 - $130,000 salary

$65,000-$102,800 in stock options

Comprehensive benefits, including Healthcare Spending Account

WFH stipend, learning budget, and corporate cards to ensure you’re never waiting for reimbursement

3 weeks paid vacation + one week shut down at the end of the year

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