Customer Success Manager

MikMak is seeking a highly motivated, growth-focused, and results-driven Customer Success Manager to engage, enable and retain a portfolio of MikMak's European-based, global customers. This role is focused on ensuring that customers receive maximum business value from their MikMak services. The results of these interactions are customer retention, customer satisfaction and organically uncovering growth opportunities for MikMak through potential new areas of customer value.

ABOUT THE ROLE

• Ensures the customer is achieving business value for every stage of their customer lifecycle journey, post-sale. Occasionally, the CSM will collaborate during the pre-sales cycle to help with a seamless transition and positive customer experience
• Act as a solution consultant by understanding the customer's business drivers and tailoring your go-forward recommendations on how to leverage MikMak's platform to achieve maximum business value
• Is responsible for the adoption of all products and forecasting risk where adoption is missing
• Recommends and carries out joint strategic success plans with their portfolio of customers
• Performs business reviews up through senior leadership to share progress, metrics, wins and recommendations for the future
• Captures customer product feedback and enhancement requests metrics and KPIs and documents them in Salesforce
• Ensure customer satisfaction through a mix of timely proactive and reactive outreach activities
• Share Customer Success stories to inspire marketing content and sales materials in a way that fosters company-wide understanding of Customer Value
• Creates playbooks and informs processes for how we can scale our approach towards supporting our largest and most complex customers
  
  

WHO YOU ARE

• 3-5 years as a Customer Success Manager within a SaaS organization, consultant, technical account manager or equivalent
• Familiar with the Retail industry. CPG SaaS CS experience is a plus.
• Proven track record of driving measurable customer outcomes and success
• Documented client health scores and utilization targets within a Customer Success tool
• Comfort handling a high volume of new and existing customers and are open to fluctuation
• Experience navigating complex project implementations and/or programs
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• A proven leader, exceptional communicator, and compelling presenter with an unbreakable resolve
• Analytically savvy, familiar with ROAS (a plus) and other ecommerce metrics our clients are looking to optimize
• Handled challenging or complex customers or situations and can demonstrate resolutions
• Worked cross-functionally with account management, professional services, product and marketing peers
• Ability to navigate data, systems and people to find answers
• Fluent English level (Speaking, listening, reading and writing). French speaker is a plus.
  
  

At MikMak, we value team members who are passionate and enthusiastic about what we're building here. We believe there is no "perfect" candidate, and want to encourage applying even if all the requirements listed aren't met.

WHO WE ARE

MikMak is the leading platform for eCommerce acceleration for multichannel brands, and provides analytics and eCommerce enablement software to help product manufacturers and CPG companies understand their consumers' online behavior, determine the best use of marketing dollars, and drive online sales.

The flagship product, MikMak Insights improves marketing effectiveness, drives market share over competitors, and strengthens a brand's positioning with retailers. The MikMak Commerce product enables brands to create shopping experiences connected to 2000+ online retailers and streamline the path-to-purchase from any media, ad, or website.

MikMak's investors include Wavecrest Growth Partners, VaynerMedia, Luminari Capital, SLOW Ventures, UTA Ventures, Brave Ventures, Lunch Partners, Madrona Venture Group, Bazaarvoice founder Brett Hurt, Hooklogic founder/CEO Jonathan Opdyke and founding CRO John Roswech, Foursquare CEO David Shim, and Kargo CEO Harry Kargman.

A note to our applicants…

MikMak is proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status. Each individual at MikMak brings their own perspectives, work experiences, lifestyles, and cultures with them, and we believe that a more diverse team creates a more innovative environment and helps us all grow and learn as individuals.

To support MikMak's commitment to provide a healthy and safe work environment, we require all of our team members to be fully vaccinated against COVID-19 to enter any of our physical work locations. In accordance with law, accommodations may be available in specific circumstances, including religious beliefs and medical conditions.