Customer Success Manager

Customer Success Manager 

Founded in 2010, JOOR now services more than 14,000+ brands and 600,000+ buyers in 150 countries, processing an incredible $1.7B in wholesale transaction volume each month. Backed by Macquarie Group, Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series D start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.

With a CEO recently named a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, JOOR is attracting top talent to drive market dominance. With our team of 150+ experts, we maintain an established global presence with employees in key markets in North America, Europe and APAC. 

 Why JOOR?:

• We are revolutionizing the virtual showroom experience   
• We partner with exciting brands,  retailers, and technology partners from around the world
• We are a global company that is rapidly growing
• We are one of the most diverse and inclusive tech companies
• We have been recognized as a break-out technology start-up, continuing to drive innovation in the fashion & retail industry.

****Please note, this position will be based in our NYC Office. This person must be present in person each week on Tuesdays & Thursdays****

What we are looking for :

• Develop a trusted advisor relationship with enterprise-level customers, ensuring all activities are closely aligned with the client’s business use-case and business strategy
• Establish and oversee customers’ product adoption, training and development of best practices to continually drive incremental value and return on customers’ investment
• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
• Drive increased engagement for new and existing customers
• Strategize and identify how the team can increase renewal rates and keep our churn rate near zero
• Strategically expand our revenue in accounts through cross-sell and upsell opportunities
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
• Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward
• Drive new business growth through greater advocacy and reference ability of existing customer relationships

We would LOVE to hear from you:

• 3-5+ years of experience managing accounts or owning a book of business required
• +2 years of relevant work experience in SaaS or Strategy Consulting preferred
• Excellent presentation, written, and oral communication skills
• Strong negotiation and sales skills
• Experience collaborating with cross-functional teams a plus
• A proactive, strategic, consultative account manager
• An ability to handle challenging negotiations that include upselling and cross-selling conversations 
• A scrappy go-getter  

What We Offer:

• Target Compensation Range: $75-85k (plus company performance bonus & commission eligibility) 
• Access to Market Weeks to see the product in action
• Collaborate with our teams across the US, London, Madrid, Melbourne, Milan, Paris and Tokyo
• Need a break? Generous “My Time” policy - We want you at your best!
• Medical, Dental, & Vision benefits
• Regular social events, including happy hours, lunch & learns, company off-sites, Meetups and speaker series
• Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s