Customer Success Manager

Who are we?

At Nosto, we’re on a mission to make every impression relevant. We’re a global leader in the trending e-commerce space and work with top tier brands.

Utilizing behavioral data, deep integrations, machine-learning technology, and automated workflows, the Nosto Commerce Experience Platform makes it easy for brands and retailers to quickly deploy fully personalized commerce experiences at scale. As a Customer Success Manager at Nosto, you’ll be solving one of the biggest challenges brands and retailers face today: How to offer customers relevant and authentic shopping experiences that drive results. We believe in always listening to our customers and achieving big things by accomplishing something small every day.

About the opportunity

Nosto is looking to hire a Customer Success Manager to join our New York team.

We are only considering applications from candidates residing in New York, commutable to our NYC office. We will also consider candidates willing to work remotely who are located in the Toronto, Canada area.

In this position, you will be part of the commercial team in North America. You will liaise with both Sales and the Product Team – guaranteeing the growing international Nosto clientele a professional experience with Nosto and maintaining Nosto’s position as the global leader in personalization.

You act as a consultant to merchants, making sure the highest standards are met. You will work in close collaboration with the customer to deploy high impact Nosto campaigns across Nosto Site Search, Merchandising, Product Recommendations and Content Products. You are the first point of contact for all matters Nosto related including issue resolution. Data analysis and interpretation are no strangers to you and you take pride in your retention metrics.

As a Customer Success Manager, you may be asked to represent Nosto. As an example, this may include hosting webinars on Nosto and CRO, producing material on personalization and involving yourself in product improvement projects as well as providing technical support for customers’ tech teams and joining trade shows.

Responsibilities - what are you going to do:

• Empower our customers to reach their goals using Nosto’s Search and Personalization Platform, Visual UGC, data-based strategy suggestions, and our partner network
• Own the entire customer lifecycle after onboarding, including training, retention, growth & satisfaction
• Engage a portfolio of clients and build personal relationships with key people in the organizations
• Identify and act on win-win opportunities for additional client investments
• Relay valuable feedback and insights from the market to the product team
• Deliver keynotes and webinars on different aspects of personalization
• Improve both customer-facing and internal processes
• Create customer heroes & advocates, and work proactively with marketing to tell their story

Requirements - what we expect from you:

• 2+ years of experience in CSM
• Combination of an analytical mindset (distilling big challenges into core components) coupled with a creative spirit (seeing multiple possible solutions)
• Deep understanding of E-commerce, its ecosystem (e.g. Platforms), and drivers (e.g. Conversion rate optimization)
• Experience with Shopify Plus Merchants
• Excellent communication skills: active listening, persuasive writing, and presenting
• Ability to challenge clients' assumptions while maintaining absolute service-mindedness
• Ability to balance competing priorities and manage several time-sensitive issues with minimal direction in a fast-paced environment
• Good understanding of HTML, CSS, and Javascript
• Experience with Marketing Platforms such as Email, Reviews
• Understanding of Google Analytics or any other web analytics tool
• Passion for emerging technology and/or retail
• Fluent English

Employment Information:

• Base Salary Range for the New York location: $80,000 - 90,000 USD
• Base Salary Range for the Canada location: $75,000 - $85,000 USD
• This role will have an additional bonus component in addition to the base salary.

Benefit we currently offer (for our New York location only):

• 26 days of PTO annually
• An extra day off on your birthday
• 401K
• Health coverage up to set monthly contribution amount (Me