Senior Customer Success Manager

At LoyaltyPlant, we empower marketing innovators in brick&mortar businesses to build customer relationships that are truly rewarding both for the brand and for the customer. 

We do that by building a mobile-first marketing solution for restaurants&retail, that already helped to turn that vision into reality for over 600 happy clients including top brand franchisees (such as KFC, Burger King, Pizza Hut, etc.) and their 9 000 000 customers worldwide.

We are looking for someone who truly believes in the CS ideology and wants to become a Head of USA Customer Success in a hot $500M startup that revolutionizes a $320B market.

You’ll be joining the company in the most exciting time. Our New York office was opened just 1 year ago, so you will have the opportunity to set up processes in which the US Customer Success Team will operate.

WHAT YOU'LL DO:

• Maintain the client at all stages of work after the sale:

• Evaluate the client’s business tasks (at an expert level)  

• Manage enterprise projects for key customers

• Lead the onboarding of the new client and ensure a successful project launch (assist in feature selection and content filling).

• Educate and train clients on how to work with our product (Mobile App, CRM-system, POS integration).

• Track & monitor the client’s KPI and identify potential problems.

• Develop materials to help clients understand actions they need to take to achieve success.

• Solve complicated cases and conflict situations.
  
  

• Develop Customer Success processes:

• Strategize, conceive and execute internal processes to streamline and scale customer-success work.

• Identify areas for improvement for our Product and Customer Success functions as a whole.

• Communicate internally with relevant stakeholders in sales, marketing, product and engineering to make your customers’ lives better.

• Participate as a panelist or speaker at industry events as an expert in Customer Success.

ABOUT YOU:

• At least 3 years experience as a Customer Success Manager in a SaaS company.

• Experience in sales, marketing and restaurant business (as a big plus).

• Account management, problem-solving and excellent project management skills.

• Skilled in communicating with clients and conveying a lot of complex information in a simple way both verbally and in forms of presentations, letters, spreadsheets, etc.

• Organized and systematic with great attention to detail.

• Positive attitude, openness, and ability to handle stress.

• Able & willing to travel periodically as the job requires.

WHAT WE OFFER:

• Opportunity to get experience with launching mid and enterprise level tech projects.

• Participation in the development and optimization of Customer Success in the US market.

• Competitive compensation package.

• Medical insurance coverage

• Flexible working hours.

• Super friendly team.

All your information will be kept confidential according to EEO guidelines.