Customers.ai is a provider of website visitor identity and remarketing solutions, recognized in the Iconiq Capital + G2 Essential Tech Stack of 2023. Based in the Back Bay area of Boston and easily accessible by public transportation, Customers.ai was founded by Larry Kim and is at the forefront of marketing technology, helping clients boost their website conversion rates by up to 7.5x.
About the Role:
We are seeking an entrepreneurial eCommerce Customer Success Manager (CSM) to join our team. This role is centered on enabling client success within the eCommerce segment of our business. The ideal candidate will have significant agency marketing experience in working with ecommerce logos in order to understand client goals and objectives and execute towards them using our products and technologies.
Responsibilities:
- Customer Success Management: Drive clients’ revenue goals and marketing capabilities, enhancing Net Revenue Retention (NRR) and renewal rates through strategic product use and effective onboarding. Provide comprehensive digital marketing analysis to identify improvement opportunities and deliver actionable insights.
- Onboarding and Training: Ensure smooth integration for new clients by activating essential product features and integrations.
- Quarterly Business Reviews: Collaborate on strategy refinement and detailed account evaluations to promote continuous NRR growth and high renewal rates.
- Voice of Customer Collaboration: Work closely with product, sales, and marketing teams to ensure client feedback is incorporated across all departments effectively.
What You’ll Bring:
- Experience: 2-5 years of marketing agency specialist work within eCommerce speciality.
- Communication Skills: Exceptional verbal and written communication abilities, with expertise in engaging effectively across various stakeholders.
- Technical Proficiency: Advanced understanding of popular eCommerce marketing products including Shopify, Klaviyo, HighLevel & Facebook Ads. (Certifications are a plus!)
- Email marketing expertise: experience creating and optimizing email campaigns that convert for ecommerce brands
- Analytical Skills: Ability to compute ROI using analytics tools like GA4, Triple Whale, and other revenue attribution solutions.
- Problem-Solving: Dynamic problem-resolution skills with the capacity to manage multiple projects and deadlines efficiently.
