Client Success Manager (100% remote)

StyleSage is a retail analytics SaaS solution that helps retailers and brands to optimize their assortment, pricing, promotions and trends strategies. We are strategists, data scientists, analysts, and fashion nerds - and we love data! If you'd like to work in a supportive, entrepreneurial environment, and are interested in building something meaningful and having fun while doing it, we'd love to hear from you.

The Client Success and Business Intelligence team is at the heart of StyleSage, and is responsible for developing and maintaining client partnerships, surfacing user insights, consulting with clients, analysis training, and providing an amazing user experience by facilitating product feedback and technical integration for our clients. We apply product, business, and technical knowledge to match up our solution's capabilities with our client's business requirements and strategies, and provide ongoing product education and advice to ensure our users maximize their use of our data.

This is an opportunity for an entry level Client Success Analyst role with 3-5 years of experience in a client-facing role with a demonstrated level of tech-savviness, resourcefulness, and diplomacy. We are a growing team and this role will be actively involved in contributing to our continually evolving business.

• Act as a strategic partner to our clients, owning key relationships with main contacts and teams of assigned clients
• Assist in the onboarding of new clients, ensuring best practices are met and the roll out will achieve client’s goals and facilitating training and product adoption
• Deeply understand client priorities and KPIs and create a strategic and tactical plans to achieve best practice KPI’s, milestones, etc
• Guardian of customer health, satisfaction, and product adoption, reporting on key metrics to the Director of BI & CS and conducting regular business reviews with the client
• Conduct trainings for new users and act as subject matter expert for our technology
• Expand relationships with existing clients and identify incremental revenue opportunities through additional use cases
• Utilize data (via Internal Analytics tools & Mixpanel) to identify areas of opportunity across your client accounts, including but not limited to: low usage teams/departments, high usage users, advocates, areas for improved usage and development. Present findings and recommendations regularly to the Director of BI & CS and the entire CS team. Take action based on product usage data to drive engagement across the platform and account
• Cross-functional Team Collaboration - Liaise with internal StyleSage teams (product, development, technical, business development, marketing) on cross-functional projects and issues to enhance customer experience
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development team
• Conduct QBRs (Quarterly Business Reviews) with assigned clients, measuring partner performance against pre-established business metrics. In addition, discuss product usage, client feedback and requests, product roadmap initiatives, opportunities for expansion, and additional support and training needed
• Execute a comprehensive engagement and communications strategy that proactively maintains high customer satisfaction

• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
• Lead project management of CS-related software research and implementation projects
• Create training documentation for new system enhancements and conduct user training sessions/demos to support knowledge transfer and user adoption of system updates
• Proactively propose creative ideas to automate and scale business processes

• Assist in creating training courses and educational materials for members of the department
• Assist in recruitment processes including but not limited to: reviewing resumes, creating shortlist of candidates, hosting initial interviews, etc
• Assist in the onboarding process of new team members within the department
• Discuss onboarding progress and overall new team member performance against key CS team milestones with the VP of BI & CS

• Bachelor’s Degree in Business, Marketing, or related field
• 3-5 years of experience in a relevant position in Client Success/Marketing/Ecommerce
• Fluent in English
• Experience in clienteling, developing/executing initiatives/adopting internal Clienteling Applications and systems
• Experience presenting in large groups and developing presentation materials
• Experience working with client data, understanding KPIs and running reports
• Knowledge of current best practices in the industry
• Experience is retail & fashion a plus
• Experience with Salesforce, Hubspot, Jira, a plus