Senior Customer Success Manager | No cap bonus

Rosetta.ai helps fashion e-commerce uncover consumers' shopping preferences and provide personalized shopping experiences to consumers. We're making e-commerce merchants have enterprise-level AI backup on day 1.

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our fashion industry clients. You will serve as a trusted advisor, building strong relationships, driving adoption, and advocating for our customers' needs.

Responsibilities:

• Develop and execute customer success strategies, focusing on customer satisfaction, adoption, retention, and growth.
• Guide customers through the onboarding process, providing training, resources, and support to ensure successful platform adoption.
• Build and maintain strong relationships with key stakeholders, serving as their primary point of contact and trusted advisor.
• Conduct regular check-ins with customers to understand their needs, challenges, and goals, and proactively address any issues or concerns.
• Monitor and analyze customer health metrics, identifying potential risks and opportunities for improvement.
• Collaborate with cross-functional teams, including sales, marketing, and product, to align customer needs with the company's offerings and drive customer success.
• Advocate for customers within the organization, ensuring their feedback and enhancement requests are effectively communicated and addressed.
• Conduct regular business reviews with customers, showcasing the value they have gained from our product/service and identifying opportunities for upselling or cross-selling.
• Stay updated on industry trends, best practices, and competitor activities to provide insights and suggestions to customers.
• Continuously strive to improve customer success processes and initiatives, leveraging data and customer feedback to drive enhancements.
• Foster a vibrant customer community by organizing webinars, events, and user groups.
• Encourage collaboration and knowledge sharing among customers, promoting the exchange of best practices and industry insights.

Benefits:

• Healthcare (Medical, Dental, Vision)
• Retirement savings or 401(K)
• Paid time off (Annual)
• Maternity/Paternity leave
• Life insurance

Perks:

• Tuition reimbursement and training
• Personal facilities (Laptop, Screen)
• Free health screening
• Free snacks and drinks
• Open and creative environment
• Irregular dinners/outings, happy hours
• Extended annual time off
• Paid time off to volunteer (Birthday, Menstrual, Funeral)
• Flexible schedules and working time
• Remote working optionally
• Employee stock ownership plan (ESOP)

Bonus:

Based on the performance of sales targets and quarterly objectives. No cap.

Culture/6 Core Values:

Grit - We thrive outside of our comfort zone, pushing ourselves to go even further. We think long-term and constantly strive to be better, even if things don’t always go as expected.

Trust - We earn that trust by listening to each other, following through with our commitments, and keeping our word. We exercise transparency within the company, our customers, and our community.

Humility - We learn from everyone and everywhere and approach each new challenge knowing that we may not have all the answers.

Empathy - We craft our intention to keep curious about the industry, business, and practical scenarios so that we purify the insights and forge the approaches.

Candor - We are open and honest. We give each other praise and criticism because we believe each team member is as important as the other.

Craftsmanship - We simplify, innovate, perfect, and start over until everything we touch enhances each life it touches.

Contact:

• Email to [email protected]
• Or, send us on CakeResume

Remarks:

Rosetta.ai is an Equal Employment Opportunity employer. Rosetta.ai conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or any other characteristic protected by law.

[Minimum Qualifications]

BACKGROUND & SKILLS:

• Bachelor's degree in Business, Marketing, Fashion, or a related field.
• Proven track record of meeting or exceeding customer success metrics.
• Strong understanding of the fashion industry and familiarity with fashion tech solutions.
• Excellent interpersonal and communication skills, with the ability to build trust and rapport with customers.
• Proactive mindset with the ability to identify customer needs, anticipate challenges, and provide effective solutions.
• Strong analytical and problem-solving abilities.

EXPERIENCES:

• Experience with SaaS or software platforms preferred.
• Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar role

WORKING STYLE:

• Highly motivated and entrepreneurial.
• Comfortable dealing with ambiguity.
• Ability to work in a fast-paced, dynamic environment.
• Ability to work independently and as part of a team.
• A passion for customer success and a desire to make a meaningful impact in a startup environment.

[Preferred Qualifications]

BACKGROUND & SKILLS:

• Vertical expertise in consumer goods, retail, fashion, and e-commerce.
• Understanding of the MarTech and digital marketing industry landscape.
• Knowledge of CRM systems and customer success platforms is preferred

EXPERIENCES:

• Work experience in an international and culturally diversified environment.
• Experience in mentoring or coaching other team members.
• Experience working in a SaaS or technology company is a plus.

1. CV screening
2. Culture fit interview
3. Assignment project (optional)
4. Professional interview
5. Trial days