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CUSTOMER SUCCESS MANAGER

Inveterate, Inc

Inveterate, Inc

Customer Service, Sales & Business Development
Remote
Posted on Thursday, December 15, 2022

Hi, we’re Inveterate, a SaaS startup that’s revolutionizing loyalty for eCommerce brands by giving merchants the ability to launch paid membership programs on their storefronts. Our team of eCommerce veterans has worked across every facet of the industry - from brands to agencies to SaaS. We’ve experienced it all so we empathize with the challenges merchants are facing and understand the difficulties in executing effective programs. We are super focused on our vision and the processes and financial goals that will get us there.

We’re looking for a Sr. Customer Success Manager to join our Customer Success Team. As the 2nd member of the CS team, you'll play an integral role in onboarding our first 75 customers and ensuring their continued success in building paid membership programs. As an expert on the platform, you’ll help clients get the most value out of it, but that’s expected. What’s special about your role is you’ll act as an external agency for our white-glove merchants, providing strategic guidance around loyalty program benefits, marketing inclusion, and overall growth opportunities. If you know the Shopify ecosystem, thrive in a fast-paced environment, and aren't afraid to be the one paving the way we should talk.

You’ll be a critical part of building out the Customer Success infrastructure and processes: measurement tools, department and merchant KPIs, knowledge base build-out, educational content creation, onboarding processes, QBRs, and more. Over time your role will expand to manage a portfolio of 50+ white-glove merchants within your own “pod.” You’ll be responsible for recruiting, leading, and developing jr. talent and a key part of growing the Customer Success department.

Responsibilities:

  • Achieve onboarding targets for speed and scale through effective use of the onboarding playbook, customizing as needed to meet individual merchant needs.

  • Exceed monthly and quarterly retention targets by deepening relationships with our existing merchants, identifying opportunities, addressing risks, and delivering solutions to improve the success of their membership programs.

  • Play a critical role in building out the Customer Success infrastructure and processes: measurement tools, department, and merchant KPIs, knowledge base build-out, educational content creation, onboarding processes, QBRs, and more.

  • Eventually manage a portfolio of 50+ white-glove merchants within your own “pod.” You’ll be responsible for recruiting, leading, and developing jr. talent and a key part of growing the Customer Success department.

  • Maintain accurate CRM accounts, contacts, and activities daily.

  • Collaborate across the organization, especially with Product, Sales, Operations, and the CEO to get shared merchant feedback that will inform growth strategies.

  • Continuously grow your knowledge of products, industry, and competition, and share insights across the organization.

  • Serve as primary contact and advisor for your merchants throughout the life of their membership program.

  • Other duties as discovered and required by Inveterate.

Characteristics required to succeed:

  • Empathetic: You think like your merchants, anticipate needs, find opportunities, and embrace that your success is dependent on theirs.

  • Accountable: You own your role in Inveterate’s success, you’re prepared to establish, maintain, and evolve CS processes, and bring a point of view about what’s needed to operate efficiently at our stage. You expect the same from your teammates.

  • Adaptable: You thrive in an uncertain, ever-changing, and fast-paced start-up environment by modifying, responding to, suggesting, and integrating change with minimal personal resistance.

  • Positive: You have excellent interpersonal, verbal, and written communication, an overall clear communication style, and a positive attitude.

Requirements:

  • 5+ years of collective experience across eCommerce, digital marketing, or customer experience at a brand or agency

  • Prior success in an early-stage or high growth environment where you’ve played a role in carving the path and creating the playbook.

  • An engaging presentation style and confidence in speaking to stakeholders at all levels.

  • A drive to work hard and WIN BIG!

  • Shopify Plus and HubSpot CRM experience are a plus

Inveterate Benefits & Perks:

  • Competitive salary + bonus potential

  • Health/Dental/Vision PPO

  • Fully remote work with the ability to live anywhere in N. America so long as you have reliable Internet access.

  • Flexible Schedule - we realize you have families, friends, and interests outside of work. Handle your work when it makes sense for you. Just respect team commitments and be accountable for your responsibilities.

  • Unlimited PTO - Take what you need when you need it and really disconnect when you go. Then reap the benefits.

  • Opportunity to carve out your own path. We’re brand new and we’re going places together.

  • Access to an incredible network through our leadership team, investors, and advisors.

JOB CODE: 003