Customer Success Manager

Customer Success Manager - New York

Founded in 2010, JOOR now services more than 14,000 brands and over 600,000 buyers across 150 countries, processing an incredible $1.7B in wholesale transaction volume each month. Backed by Macquarie Group, Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series D start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.

With a CEO recently named a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, JOOR is attracting top talent to drive market dominance. With our team of 150+ experts, we maintain an established global presence with employees in key markets in North America, Europe and APAC.

What we are looking for :

• Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy

• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment

• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption

• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance

• Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward

• Drive increased engagement for new and existing customers

• Strategize and identify how the team can increase renewal rates and keep our churn rate near zero

• Strategically expand our revenue in accounts through cross-sell and upsell

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

• Drive new business growth through greater advocacy and reference ability

We would LOVE to hear from you:

• 2+ years of experience managing accounts or owning a book of business required

• Experience in fashion wholesale and or using JOOR is a plus

• 3-5 years of relevant work experience in SaaS, Account Management or Strategy Consulting preferred

• Excellent presentation, written, and oral communication skills

• Strong negotiation and sales skills

• Experience collaborating with cross-functional teams a plus

• A proactive, consultative account manager

• An ability to handle difficult upselling and reselling conversations

• A scrappy go-getter

What We Offer:

• Access to international trade shows and market weeks to see the product in action

• Collaborate with our teams around the world

• Private Medical, Dental, & Vision coverage

• Opportunities for growth and development through various internal initiatives

• Transparency into the state of our business via quarterly all-hands meetings, showcasing the company’s performance in relation to revenue and growth.

The anticipated base salary for this position is $75-85K. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience attained, certifications or other professional licenses held where applicable. This position is also eligible for performance-based variable earnings.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Excited about the role but still not 100% you fit the criteria? We would still love to hear from you!