Customer Success Manager
About Feedonomics - A Remote-First Company
Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!
As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.
What makes us different from other SaaS companies in the space?
We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.
Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.
The Sales Team at Feedonomics
The Feedonomics Sales Team is the conduit of every dollar of revenue and nearly every client. We are 100% remote around all U.S. time zones, and 3 countries and we sell 3 different product lines to new and existing clients. In this journey, we ally with Sales Engineering, SalesOps, Global Operations, Marketing, Product, and Accounting to ensure we are putting our best effort with every client we take on. We hold each other accountable to our company values and push each other to be better each and every day. Our industry thrives on our products and service because they are unparalleled, which makes it a joy to sell.
The Role
As a Customer Success Manager (“CSM”), you are an individual contributor who will play a critical role in ensuring our customers are having an amazing experience and maximizing the value from our platform and offerings. You’ll manage a book of business across some of the largest, most well-known brands in e-Commerce. In this role, you’ll be accountable for the customer’s overall success with Feedonomics, including product / feature adoption, improving satisfaction, expansion and renewals.
The Responsibilities
- Maintain complete ownership over an assigned book of business of Feedonomics customers with responsibility over key customer success metrics including Net Revenue Retention and NPS
- Build deep, lasting relationships, establish yourself as a trusted advisor and drive adoption of our products and services that align with your customer’s goals
- Recommend advertising and marketing channels to ensure that your customers are maximizing outcomes with fully optimized product data across their partner ecosystem
- Provide ongoing training sessions and product demonstrations with customers as new products and technologies are brought to market
- Become an expert in understanding the Feedonomics value proposition and ensure the customer understands and realizes the value
- Assist with challenging customer requests and escalate as needed to the appropriate team member (accounting; operations; sales; support)
- Collaborate with Feedonomics marketing team by collaborating on content for Customer Success to ensure growth attainment and increased footprint.
- Acquire testimonials, case studies, and logos from satisfied customers, ensuring that all assigned accounts are engaged in accordance with our established requirements
- Maintain a steady cadence of meetings with your customers to build relationships and uncover opportunities and risk
- Support contract management and billing needs of the customer
- Learn Feedonomics systems; Feedonomics Platform, internal Sales CRM, and internal Zoho ticketing system
The Requirements
- 2-3 years direct experience in sales; customer experience; customer success; retention; Success; SDR and/or account management;
- 2 years eCommerce experience - preferred
- Excellent problem-solving, organizational, analytical skills, curiosity, and out of the box thinking
- Exceptional skills interacting with customers on a variety of topics including business and product strategy/design, technical guidance and long-term product roadmap
- Ability to create informational marketing content for customers
- Analytical mind who can convert metrics into action items
Education:
- Bachelor's Degree - preferred but not required
What's in it for you?
- Remote work set-up
- Competitive pay
- Unlimited PTO for salaried positions and up to three weeks for hourly employees
- Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
- 401K retirement plans with company match
- Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
- Internal Feedonomics skill certifications
- Virtual and in-person team events
- FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
- Employee Resource Groups (ERG)
- Referral bonus program
Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.
We value candidate safety. Please be aware that all official communication will only be sent from @feedonomics.com or @bigcommerce.com email addresses.