Customer Success Manager
Nyla
Administration
Remote
Posted 6+ months ago
At Nyla, we are building a no-code frontend platform that enables premium ecommerce merchants to deliver faster, more powerful shopping experiences that are easier to manage than ever before. Our technology is already serving top tier brands and millions of users, and we are scaling up our operations in order to accelerate our growth journey. We are looking for leading talent to join us in building the future of ecommerce. Our team is fully remote, so you can enjoy your role from wherever you feel most comfortable. We are forever building and iterating a caring, inclusive team environment that encourages innovation and curiosity along with exceptional opportunities for ownership and growth.Your role as a Customer Success Manager will be to build and deliver a world class onboarding and retention experience for our merchants and partners, converting them from users into brand advocates. You will directly own relationships with leading merchants and partners from the direct to consumer ecommerce market segment and will work with internal teams to continuously improve merchant and partner experience during onboarding and post-launch. You will own initiatives to drive key metrics from conception to delivery, measuring impact and reporting to leadership.
Your Responsibilities Will Include:
- Assume the role of the merchant and partner advocate within the organization, making sure that their needs are heard, communicated and acted upon
- Act as the main point of contact for partners and merchants, ensuring that we deliver a world-class experience at all touch points with Nyla, from onboarding to continued use of the product
- Maximize partner and partner satisfaction and lifetime value and work with them to generate case studies
- Ensure that Nyla features, benefits and best practices are successfully adopted
- Capture and quantify key customer requirements, business drivers and pain points & work with cross functional teams to solve them
- Take a customer centric and data driven approach to prioritizing initiatives and own reporting to quantify impact
Requirements:
- You can put yourself in the customers’ shoes, and are their biggest advocate when it comes to making decisions
- You can demonstrate a strong track record of delivering solutions that solve customer problems
- You have 3+ years of experience in customer success, account or project management
- You take a data driven approach to problem solving and actively collect data to test and validate your hypotheses
- You excel at communicating efficiently and empathetically with your colleagues in both verbal and written form
- You thrive working independently, using your problem-solving skills and bias for action to consistently deliver results
Preferred Qualifications:
- 5+ years of hands-on account management or success experience
- Experience with SaaS onboarding and customer success
- You have a strong understanding of the D2C ecommerce landscape and can talk in depth about the type of features that leading merchants are using today
- You have a track record of managing customer accounts with top tier brands
- You have experience working remotely with international teams
How To Apply:
- To apply, please email growth@nyla.app with your resume or CV along with a short paragraph describing your experience