Senior Customer Success Manager

Who we are…

YOOBIC is an AI-powered frontline employee experience platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work—all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including MattressFirm, Michaels, GameStop, Lacoste, Lidl, Boots, Peloton, Pret, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve customer experience. To learn more about YOOBIC, visit www.yoobic.com or follow us on LinkedIn.

What we need…

We’re looking for a talented Senior Customer Success Manager to join our Customer Success team in our New York office, working with our US clients. You’ll join a dynamic and client-obsessed team which generates significant contributions to YOOBIC growth. The Customer Success Manager (CSM) is responsible for supporting the client’s value realization and adoption with the YOOBIC solution.

CSMs at YOOBIC take ownership of the client relationship advising on business processes, providing counsel and guidance aimed at ensuring the client’s business objectives are met. The CSM also serves as an internal advocate for the client, helping to drive support and change when necessary to help the client achieve their business objectives.

What you'll do…

• Manage and grow relationships with Key Client stakeholders at some of YOOBIC’s largest clients.

• Organize Quarterly Business Reviews and Operational Reviews with Clients to define and track customer value.

• Identify opportunities for improvement, to drive optimal use of the platform.

• Flag potential risks to continuously enhance business and operational efficiency.

• Define high-level strategy and target model with Clients to ensure long-term adoption of the solution and satisfaction.

• Day-to-day follow-up on client activity and operations.

• Data analysis, leverage YOOBIC and client KPIs to help decision-making

• Act as a functional and strategic advisor

• Take a proactive approach to client issue resolution

• Develop a consultative relationship with each client and work in conjunction with Sales and Account Management providing solution planning support.

• Work closely with the Product teams to participate in the evolution of the app based on market requirements.

• Partner with our global customer success team to identify best practices to continue our evolution as a customer success organization.

What you have...

• Strong experience in a Customer Success / Client Relationship / Consulting position in a B2B SaaS business ideally working with enterprise or strategic Retail clients.

• Experience navigating complex/ambiguous customer situations.

• Client-facing and people oriented by nature.

• Developed and Conducted Quarterly Business Reviews.

• Customer relationship driven

• Strong analytical skills (data analysis, reports, KPIs/metrics, etc.)

• Proactive, “get things done” attitude

• Start-up/scaleup mentality - you learn fast and are a natural problem solver

• Resourceful nature, with excellent interpersonal and communication skills

• Ability to adapt and to work within an international environment

• Intellectually curious, tenacious and organized

• Detail oriented - the little things matter to you and you can identify them easily

What we offer...

• Competitive salary between $130k - $150k plus 10% bonus

• Equity/Stock Options

• Hybrid working (2 days per week in the NY office)

• 20 days PTO + 8 public holidays (plus 3 floating holidays to choo