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Customer Success Manager (CSM)

CommerceBear

Toronto, CA
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Vertical SaaS
  • Post Date: 02/13/2024
  • Website: commercebear.com
  • Company Address: , Toronto, CA

About CommerceBear

We’re the publishing engine for all furniture and home goods, designed to help manufacturers build and manage listings.

Job Description

What is Bear?

  • We’re building the platform of record for furniture & home manufacturers, helping them publish the best listings in the category and grow revenue on channels like Wayfair, Perigold, Amazon, Walmart, Costco, and more.

  • Our team and backers have helped grow eBay, Stripe, Lightspeed, PayPal, Burrow, Shopify, Airbnb, Uber, AppLovin, Clearco, Ada, Substack, to name a few.

About the Customer Success Manager Role:

We’re looking for an experienced Enterprise Customer Success Manager to join our amazing Customer Success team. This individual will act as a strategic growth partner in the SaaS space, and demonstrate expertise in building and growing relationships with a variety of customer personas. 

This individual will be passionate about helping customers achieve their outcomes, is an active listener, has exceptional communication and change management skills. Additionally, this individual should be incredibly curious, love to learn, and demonstrate resourcefulness and grit as a part of a small but mighty team. 

As a Customer Success Manager, you will: 

  • Own Retention and Expansion for a portfolio of customers in the Enterprise Segment, serving as the primary point of contact throughout the customer journey, developing relationships with key stakeholders while driving and surfacing value through renewal.

  • Provide strategic overviews and business reviews to customers to help them grow their business and achieve their desired outcomes.

  • Own expansion revenue for your book of business

  • Leverage Hubspot to track key account data

  • Work closely with Onboarding and Support to deliver a WOW-worthy customer experience

  • Work cross functionally with product, sales, operations  as the Voice of the Customer to deliver feedback on how to improve our ability to deliver value. 

  • Develop a deep understanding of our product, customers, the furniture industry and e-commerce best practices.

  • Educate customers on industry best practices and how to implement those practices through Bear

  • Connect and collaborate with industry partners/ecommerce channels to help our customers hit their business goals. 

  • Strong research skills. Ecommerce is ever evolving and this role requires a hunger for finding the answer. 

 

What success looks like:

  • Over 90% revenue renewal rate

  • 110%+ net retention rate

  • The unquantifiable: You know your customer’s birthdays, favorite bakery or sports team, when they’ll be back from that well deserved vacation and you celebrate those moments with them

 

What you bring to the role:

  • 3-5 years CSM experience at software company

  • You obsess over helping customers

  • Strong EQ - you can empathize with anyone and have strong active listening skills

  • You are a superb communicator - excellent written and verbal communication skills

  • You are a change management master

  • Grit and resourcefulness - you know what it means to work at an early stage start-up and are excited by the opportunities and challenges. 

  • You are comfortable with ambiguity and can pivot quickly

  • Out of the box thinker

  • Ecommerce or furniture industry experience a plus

     

Why choose Bear?

  • Everyone's an equity owner

  • Career growth

  • Flexible work schedule focused on delivery

  • Comprehensive health benefits and paid sick days

  • Company summits throughout the year

  • Top of the line hardware to help you build your workspace

  • Customer-obsessed and a values-driven culture, with core value being our belief that our most important asset is our people

 

*This is a remote first role, though some travel will be required throughout the year to visit customers or attend industry trade shows. 

 

Equal Employment Opportunity

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 or disability status.

We are dedicated to growing a diverse team of talented individuals and creating an inclusive environment. Please let us know if you require any accommodations during the recruitment process. We welcome those who want to join us on our journey.

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