Customer Success Manager (Based in New York City)

Manage customer success for upmarket clients using Yotpo's Discover product, focusing on AI-driven product discovery and visibility. Drive adoption, retention, and growth for key accounts.

The Customer Success Manager is responsible for managing client relationships, ensuring satisfaction, and driving retention and growth. This role involves onboarding, training, and ongoing support to help clients achieve their goals.

Manages the customer success team, ensuring high client satisfaction and retention for the e-commerce platform. Oversees team performance and client relationship strategies.

The Customer Success Manager will partner with Account Managers and Account Directors to drive customer engagement, platform adoption, and retention across a portfolio of corporate clients. This early-career role involves leading onboarding and training sessions, analyzing account engagement trends, and contributing to renewal and expansion initiatives. The ideal candidate has 1-3 years of professional experience in sales, account management, or customer support, with a bachelor's degree required.

Builds and ships frontend features across three surfaces: Vue-based embeddable widgets, Angular-based merchant admin tools, and React-based Shopify integrations. Writes clean, well-tested TypeScript and collaborates with backend engineers on a serverless AWS stack. Takes ownership of features end to end, mentors other engineers, and contributes to frontend architecture evolution.

Delivers value and exceptional customer experience to US-based customers, owning retention, expansion, and overall customer satisfaction. Manages a book of business, conducts QBRs, and drives adoption of Okendo's suite of products (Reviews, Referrals, Quizzes, Loyalty, Surveys). Collaborates with Support, Onboarding, and Solutions Engineering to ensure merchants are set up properly and issues are resolved proactively.