Client Success Manager (Importers and Producers)
Client Success Manager (Importers and Producers)
Annually · Full time
Client Success Manager, Importers & Producers Platform
SevenFifty is looking for an experienced Client Success Manager to execute and evolve our training and engagement programming for our fast growing Importers & Producers platform. You’ll take a proactive approach to engage and nurture the wineries, distilleries, breweries, and importers that power the $250B US beverage alcohol market. While taking a proactive approach to customer success, you’ll meanwhile turn our customers into our greatest advocates while reducing our churn rate.
You must have a high comfort level with client interactions and will virtually lead product training sessions to large audiences. This role sits at the intersection of building relationships with key contacts and leveraging a high degree of technical competency to address clients’ needs.
Experience with SaaS client success and the beverage alcohol beverage industry is mandatory. The ideal candidate will have experience in working with clients to increase customer lifetime value, reduce churn, and create cross-sell opportunities for a sales team. You’re also metric-driven and will work collaboratively with your team to turn data insights into action.
You can be located anywhere in the United States (working remotely) and will report to our Director, Client Engagement and Retention.
What you’ll do:
-Analytical Thinking: You are metric-driven and will work collaboratively to turn data insights into action, from creating engagement campaigns to AB tests and more.
-Full-cycle Client Success: Lead successful client onboardings and proactive check-ins. Run scalable initiatives from ideation to launch, to maintenance and optimization. Field churn requests and retain revenue.
-Operate as an autonomous cross-functional expert in your field. What this looks like with:
-Product: Close the feedback loop from the client to the product roadmap.
-Sales: Develop a profile for high-quality clients that are highly correlated with success.
-Marketing: Create scalable communication channels and programs for a cohesive customer experience from lead to evangelist.
-Customer Operations: Partner with support and client implementations to ensure seamless communications and onboarding experiences.
About the role:
Responsible for new client trainings, proactive check-ins, and growing this at scale
Align with Account Executives to understand the client’s needs and objectives
Maintain the supplier approval queue for platform and feature access
Responsible for client re-trainings and leading weekly webinars
Responsible for increasing post-sale client engagement KPIs including:
Increasing adoption of core platform features and new platform features introduced throughout the client lifecycle
Decreasing logo churn
Qualifying and creating upsell opportunities for our sales team
Deploy and track new user experience programming in partnership with product and marketing teams including but not limited to:
Email drip campaigns for new users and users at risk of churn or low engagement
In-app tutorials and walkthroughs that explain core features to the right users at the right time
Translate client requests for new features and training collateral to the marketing and product teams
Field and manage client churn requests to strategize and save deals
3+ years of client success management
Experience in the beverage alcohol industry, B2B SaaS, data, or ecommerce platforms
The capability of understanding client pain points, requirements, and correlating potential business value that can be provided by SevenFifty
Strong and professional communication, interpersonal, presentation, and organizational skills. You should be a great writer, speaker, and listener with a positive and energetic presence.
The courage to challenge the status quo when logic and reason require it
Ability to work independently as well as part of a team in a fast-paced environment
What you do NOT need:
-Experience with software we use like Hubspot, Asana, or Zoom...we can teach you!
-A college degree, or high GPA or SAT score.
-An address in or around New York City.
-To drink alcohol! Many of our colleagues do not.
What is the interview process for this role? Our standard process is:
1. Hiring manager phone screen (30-min)
2. 3-4 Zoom screens: Community add / Value fit; Cross-team partners; Peer panel; Executive fit (Senior Leader + another relevant team member)
3. Live Brainstorm
4. Reference and background checks
More about us:
-Our #parents Slack channel currently has 20 members who have ample leeway to balance their work time against taking care of their families.
-We have a wide range of opt-in social events, lunch-n-learns, and special interest groups to ensure everyone has opportunities to connect and develop in a remote environment.
...90-ish people and growing fast.
...doing our best to make a difference. Read more here.
...former hospitality professionals and start-up veterans.
...distributed; we work remotely and gather together a few times each year.
...social! We meet for team weeks, wine tastings, and lunch n’ learn sessions.
...eaters and drinkers who love to discuss food and beverage.
...changing an industry. Read more here.
...one of Built In NY’s “Best Places to Work” 2021!
Perks & benefits:
100% paid individual medical, dental, and vision via Justworks and Aetna.
Meaningful equity in an industry-changing organization.
Unlimited vacation to rest and recover.
Learning opportunities (like a professional certification from WSET).
Flexibility to work where you want, so long as you’re meeting your goals.
Light the way: Inspire others with your vision for success.
Open the door: Ask, listen, and empower others.
Stir it up: Embrace experimentation and bring new ideas to life.
Keep the glass full: Do more than is expected, for yourself and for others.
Respect the craft: Commit to excellence and integrity in your work.
We are an equal opportunity employer. What does that mean at SevenFifty? We:
-Give each team member an equal opportunity to develop and grow into a leadership role.
-Acknowledge our shortcomings and try to do improve our company and our industry.
-Elevate BIPOC voices in our industry publication, SevenFifty Daily.
-Do not discriminate against candidates or employees on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, disability status, or socioeconomic status.
-Have regular, sometimes awkward, conversations about diversity, equity, and inclusion in our employee resource group, SevenFifty Community.
-Are honest and recognize that our company isn’t as diverse as it should be. We’re trying to change that.