Customer Success Manager

About FloorFound
Recommerce retail is growing at 25x the rate of full price, as environmentally sensitive, value-shopping consumers have become more open to buying second hand. Historically, retailers have missed out on this opportunity and FloorFound is enabling them to participate in it. By doing so, we both grow the retailer's customer base and make a meaningful sustainability impact.We've gathered a team that is best in class to work on a precarious problem to benefit the retailer, consumer, and our planet. Joining our team means serving some of the biggest retail brands in the industry today, while building a company that will last.
The role
FloorFound has a great opportunity for an experienced and hands-on Customer Success Manager to further the growth of our platform and product by building strong relationships externally with some of the top name ecommerce brands in the oversized market.The role will collaborate with our clients and function like an "air traffic controlman" for our business: connecting members of our client's teams to members of our internal departments to ensure long term success and viability of our platform and revenue goals. You're proactive, a sound technical advisor, and the biggest voice/ally of our client's voice and opinions. You will also play a very important role in supporting the company as we build out our CS program and look for new opportunities to partner with our clients in upcoming quarters.Candidates should have experience in, and will be measured to goals focused on:

1. Activation Time
2. Client Retention
3. Client Expansion

Responsibilities

• Onboard new clients with major focus on collaboration among every major FloorFound stakeholder
• Focuses on maximizing client inbound inventory
• Ensures success of Recommerce clients through focusing on specific client-focus objectives.
• Supports our Marketing efforts with client publicity initiatives
• Partners with FloorFound's clients on a set cadence to maintain pulse
• Anticipates customer's needs and bring in key members of the team into theconversation proactively
• Act as main point of contact for the customer, and ensure continuous communicationwith focus on client GMV
• Partner with sales for new and upcoming deals, renewals, and potential up/cross-sellopportunities
• Host quarterly business reviews and ensure proper measurement of success
• Act as the customer's advocate and identify key members for case studies, webinars,and various other speaking engagements
• Able to converse with and adjust communication styles to executives and newly mintedemployees alike

Qualifications

• Will have at least 5 years of Customer Success experience
• Deep understanding and experience in B2B Mid-size and Enterprise SaaS models
• Familiarity with complex enterprise deployments
• Direct experience within the retail eCommerce space
• You're a real problem solver with empathy for the customer
• Experience with CSM platform (ClientSuccess, ChurnZero, Hubspot)
• Has overseen multiple onboarding and renewal cycles
• Translates complex ideas into a digestible format
• Austin location preferred

Inquire today
Salary $55-65k annually, benefits include health/dental with additional options available. We are looking to hire someone as soon as possible! Please inquire!
Why choose FloorFound?

• We make our salaries competitive
• We give early equity options: it's a unique opportunity to be part of the "founding group"
• We provide free Health Insurance to give you peace of mind
• We're growing a company at the leading-edge of re-commerce. Help us #savethesofas!