Manager, Customer Success (North America)

About Zowie:

At Zowie, we believe that buying online should feel like walking into your favorite local shop: personal, friendly, and easy. Our mission is to recreate offline shopping experiences online - but better. Zowie brings speed and empathy to customer interactions. Our platform automates responses to repetitive questions around return policy, order status, etc., and saves time for customer service agents, who can then proactively turn website visitors into paying customers. It can work as an add-on with existing tools (Zendesk, Shopify, Gorgias, etc.) or become a standalone customer service platform.

We are:

🚀 Growing fast. We plan on keeping the Team growing! You’ll have a lot of autonomy and impact as we grow.

🏈 Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.

🧑‍💻 Remote-first and hours are flexible. We allow everyone to figure out the best ways to collaborate with their team. At the end of the day, it's about delivering! Those in Poland can work from our offices in Cracow and Warsaw.

We strive to be:

💪 Ambitious and innovative. We don’t settle on existing solutions and keep looking for better ways to tackle challenges.

👻 Bold and free-thinking. We trust our employees to find the best solutions.

🤸‍♀️ Agile and high-performing. We work smarter, not harder. We use our OKRs to keep ourselves focused.

🤠 Unafraid of change. Zowie is growing, and the market is changing. We thrive in an ever-evolving environment.

What you'll do:

• Strategic Portfolio Ownership: Take ownership of Zowie’s North America portfolio
• Strategic Planning and Execution: Develop and execute strategies to achieve customers goals. This includes setting clear objectives and KPIs for your CSM team and holding them accountable for delivery.
• Identifying Upsell Opportunities: Continuously assess customer needs to identify opportunities for upselling additional products. Work closely with the sales team to capitalize on these opportunities and maximize revenue.
• Building Strong Customer Relationships: Create and maintain strong relationships with key customers, serving as their primary point of contact for strategic discussions. Understand their business needs and challenges to provide white glove service.
• Regular Customer Meetings: Host regular in person meetings with key customers to review performance, gather feedback, and identify opportunities for improvement or expansion. 
• Reporting and Analysis: Track and analyze key metrics related to portfolio performance, customer satisfaction, and revenue growth. Use data-driven insights to identify trends, opportunities, and areas for improvement.
• Be an industry expert: Stay on top of industry developments, competitive landscape, and emerging trends in e-commerce and customer experience. Use this knowledge to inform strategic decision-making, anticipate customer needs, and be seen as their business advisor.
• Leadership and Mentorship: Provide leadership, guidance, and mentorship to the Customer Success team, fostering a culture of accountability, collaboration, and excellence.

Ideally, you’ll bring with you:

• 7+ years of professional experience working in Customer Success in the Saas industry.
• 3+ years of experience in managing a Customer Success team
• Experience in working within e-commerce and customer service sphere
• Exceptional verbal and written communication skills in English
• Track record of building successful customer relationships
•  Data-driven, analytical approach backed by strong digital technical skills
• Operational and results-driven mindset with a high degree of ownership

We will offer you:

👉 Employee Stock Option Plan (ESOP). You’re a part of our company’s future success.

👉 Unlimited paid time off. We trust each other and don’t count days.

👉 Great company offsites and individual integration budgets. We spend time together in person to strengthen our team.

👉 Health benefits. We offer an additional health insurance package.

👉 Development budget. We want to grow personally and professionally together.

👉 Home-office funds. Make yourself a comfy space for work on a daily basis.