Customer Success Manager

We are looking for a highly motivated Customer Success Manager to join our rapidly growing startup. As the second member of our Customer Success team, you will be responsible for ensuring our customers - leading merchants in the e-commerce and retail sector solve their critical challenges of:

• Reducing Stockouts
• Eliminating Excess Inventory & Markdowns
• Running Inventory Operations efficiently

In this role you'll report to the CEO and work closely with our product and engineering teams to act as the interval voice of the customer and primary contact point for our 40+ roster of customers.

About Singuli

Singuli is the best-in-class solution to a highly complex, risky, and financially impactful problem for every kind of retailer - how much inventory to buy and when. Singuli has refined the platform over the last 3+ years, incorporating over 20 years of best practices from its senior, experienced, established exec team. The opportunity to be an early member of this strategically important, rapidly growing team is an exceptional, career defining experience for the right individual.

Requirements

• Onboarding and training new customers. Helping customers get set up with the product, providing training on how to use it; as well as building out our support-base so customers can self-serve for certain answers.
• Managing customer relationships. Building rapport with customers, understanding their needs, and providing ongoing support.
• Providing insights and recommendations. Using your knowledge of the product, the e-tail space and the customer's business to identify opportunities for improvement and provide recommendations for how to get the most out of the product.
• Customer Communication. In this role you'll have the opportunity to refine all client communications, from onboarding to the Business Review Process that we use to ensure our customers are getting maximum value from the Singuli.
• Driving adoption and usage. Ensuring that customers are using the product in a way that meets their needs and that any changes in their business processes are incorporated into the product setup.
• Resolving customer issues. Act as the first point of contact for customers who are experiencing problems with the product and work collaboratively with the customer, and product and engineering teams, to create innovative solutions to novel problems.
• Account Management. Work with our sales team to identify opportunities for up-selling, cross-selling and growing product use.

Benefits

• Bachelor's degree
• 3+ years experience in client support, success, account management for B2B SaaS products
• Excellent communication skills, both written and verbal
• Experience building out project management processes
• Ability to work independently and as part of a team
• Prior experience in retail, e-commerce in either planning or operations role highly preferred
• Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.
• Candidates must be located in the NY Metro area. This is a hybrid role with 2-3 days/week in office.