Middle Customer Success Manager

Job Description – Customer Success Manager

Cartful is changing the way that brands engage with their shoppers online. Using interactive shopping experiences, we build shopper confidence while delivering valuable “zero-party” data back to our clients. Each experience is configured to our client’s unique industry use case using our proprietary software platform and tried and tested implementation process. We’re working with fantastic brands like Peet's Coffee, Arc'teryx, Otterbox, bareMinerals, Skechers, Lumber Liquidators, HOKA One One, and Bombas and are growing quickly.

We are seeking an experienced account manager to join our Customer Success organization. Here at Cartful, we call this role the Optimization Manager because their primary responsibility is to use the analytics at their disposal to make data-driven improvements, or optimizations, to each client’s personalized on-site product recommender. These improvements help us build strong client relationships that allow us to maintain our industry-leading customer retention.

New York City or San Diego metropolitan areas preferred, but open to remote locations for the ideal candidate.

Duties and Responsibilities

• Build relationships with core and secondary stakeholders, exploring additional areas of account growth
• Engage in proactive account management to help secure the annual contract renewal
• Become a SME (Subject Matter Expert) in Google Data Studio, modifying each client’s performance dashboard to their specific needs
• Monitor client data to identify areas for account optimization
• Make sure that each client account is always working and making strong product recommendations
• Transcribe client requests into clear, descriptive and actionable development tickets
• Keep clients updated with progress on all outstanding development tickets & service requests
• Request and deliver case studies, client quotes and referrals

Required Qualifications

• Bachelor’s degree in business, marketing, ecommerce or related field
• 3+ years of professional client management experience in a fast growing startup environment

• Proven ability to learn technical concepts quickly and communicate to both technical and non-technical stakeholders

Preferred Qualifications

• Previous experience in a startup environment
• Previous experience working with ecommerce brands
• Familiarity with Google Analytics and Google Data Studio
• Experience collaborating with developers

Chances are you’ll love this job if:

• The idea of working as part of a fast-paced, quickly growing startup is thrilling to you. You’re resilient. You’re able to handle the ups and downs of working in this environment.
• You’re a systems thinker. You want to find the most efficient way to get things done. You’ll only do manual tasks if you can’t figure out a way to automate it.
• You’re a team player. You’re at your best when your work contributes to a larger goal. You like putting other people into a position where they can be successful.