Customer Success Manager

Customer Success Manager

Rep is the first AI-powered Concierge (sales chatbot) for eCommerce. It proactively approaches disengaged site visitors and offers shopping assistance for everyone. As a result, Rep sells more stuff and handles up to 90% of all support requests.

We are looking for a Customer Success Manager to join our team and help us revolutionize the eCommerce shopping experience! This role includes educating and training customers, troubleshooting, identifying opportunities, and ensuring customer retention.

As a Customer Success and Support Manager, you will be responsible for providing outstanding support to Rep's longtail and SMB clients through written communication (mainly email) and meetings to address their needs effectively. You'll investigate client issues and instruct them on the best solutions for their case. In addition, you will create, maintain, and enhance our Help Center and video tutorials to continuously strengthen our clients' product knowledge and attachment to Rep, as well as serve as our clients' advocate within the team.

In your day-to-day, you'll work with the founders, sales, marketing, and R&D team to build the next big channel for eCommerce brands. We're a passionate bunch, spread out around the globe, who come together to help deliver the best shopping experience — for everyone. We're fully remote - so you can do your best work from wherever you want to be.

Fluent English levelStrong analytical skillsCritical thinker and problem-solving skillsGood time-management skillsGreat interpersonal and communication skillsWork US hours

You will:

• Manage client accounts on all levels.
• Work closely with clients to understand their business challenges and recommend and execute creative strategies to increase value with Rep.
• Provide training and education on the Rep platform and new features.
• Ability to communicate technical concepts to technical and non-technical audiences.
• Work closely with clients to understand their challenges.
• Recommend and execute creative tactics and strategies to increase value with Rep.
• Be responsible for Rep's product adoption and advocacy.
• Serve as Rep's clients' advocate within the Rep Team.
• Work in an amazing team!

Requirements

• Excitement to join a fast-growing Series A company with category defining solutions in the eCommerce category
• Native English speaker.
• Located in EST states.
• Willingness to accommodate EU timezone during training.
• 3+ Years of Customer Success or Account Management experience required, with experience in eCommerce and DTC preferred.
• Commercially fluent, with a strong understanding of renewal, retention and expansion levers.
• Strong analytical skills with the ability to draw insights from raw data, and connect them back to the value of the product
• Proven strategic advisor, adept at presenting concepts and vision to senior teams to influence their strategic thinking
• Love for communication with clients, both in writing and face-to-face.
• Ability to communicate complex technical concepts to both technical and non-technical audiences.
• Exceptional strategic consulting skills with a keen technical curiosity.
• A self-starter, who can prioritize multiple tasks at a time.

Preferred requirements ‍

• Experience working with Data & BI systems (e.g., Quicksight, Tableau)
• Experience working with CRM and Customer Service tools (e.g., Jira, Salesforce, Trello, Zendesk etc.)
• Experience working with any eCommerce platform (e.g., Shopify, Magento, Bigcommerce, WooCommerce) or tool (e.g., Attentive, Klaviyo, Post Script)
• Being referred by a current Rep team member is a plus!

Benefits

Generous equity package

Have skin in the game and share in Rep AI's future success.

Company offsites

Connect with the global team, collaborate in person, and build relationships beyond the screen.

Retirement benefits

Plan ahead with benefits designed to support your future.

Remote-first work

Join a global team and do meaningful work from wherever you do your best work.

Interested in joining the Rep team?