Product & Operations

Customer Success Manager (NYC or Remote)

Remote   |   Full Time

Company Profile

FindMine is the world's leading company helping iconic brands scale their editorial point of view. Our content engine uses machine learning to predict what a creative team member inside the brand would create, then amplifies, distributes, and measures all the existing and new content created. The result is maximized team productivity (90% time savings for merchants, marketers, personal shoppers, and store associates), higher Gross Margins and Customer Lifetime Value, and maximized sell-through. 

FindMine has won numerous awards and has been featured by Women's Wear Daily, CBInsights, Fox, VentureBeat, National Retail Federation, and is a Gartner “Cool Vendor.” FindMine is an equal opportunity employer and is the winner of Mogul’s Top Places to Work for Millennial Women. We value a diverse workforce. Women, people of color, members of the LGBTQ community, individuals with disabilities, and veterans are strongly encouraged to apply. FindMine is a remote first company with unlimited PTO and an autonomous work culture.

The Role Defined

FindMine is at the forefront of a new market, and is seeking a Customer Success Manager to form partnerships with our clients based on value and ROI. These partnerships are created by securing long-standing relationships based on customer empathy and exceptional service.  If you’re looking for a diverse company with a fun culture and the opportunity to develop as a professional, this could be the job for you.  We strive to fulfill our mission with grace, humility, and humor.

Responsibilities

  • Manage relationships with new and existing customers including: onboarding, integration, account growth, and new product adoption

  • Analyze KPIs for our customers to identify opportunities and optimization points where we can deliver greater value

  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand your customer’s business strategy and unique needs

  • Work closely with Product and Engineering to translate customer feedback into specific product requirements for new features

  • Identify and manage opportunities to offer additional features and solutions to grow your portfolio of clients

  • Understand the needs of our customers and work with Sales team to successfully renew annual customers and make upsells

 

What You Should Have

  • 3-5 years post-collegiate experience in a CSM or Account management role - preferably in a SaaS environment 

  • Ability to build rapport from initial conversation and through the client lifecycle

  • Attention to detail with the ability to project manage, set priorities and stay organized when managing multiple projects and relationships

  • Excellent comfort with technology, and the product-savviness to see how a multifaceted technology solution can be used in many different ways.

  • Quantitative aptitude: you’ll need to be able to easily build a business case for a potential customer and customize it to their specific KPIs.

  • Ability to work in hyper-fast paced and changing environment

  • Emotional intelligence, and a positive and open demeanor

  • Endless initiative and drive, and a growth mindset 

  • Deep knowledge of the e-Commerce and Retail landscape.

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