Customer Success Manager, Mid-Market (Shopify)

Narvar is Growing! We are hiring Mid-Market Shopify Customer Success Managers to help us empower top brands to reach their business objectives. In this role, you will own the success of industry-leading brands on the Narvar platform. You will develop collaborative relationships to drive strong user adoption and excellent retention rates for Narvar’s solutions, demonstrating value every step of the way. You will deeply understand your customer’s business and use cases and act as an extension of their team. With enthusiasm and clarity, you will make data-driven recommendations to improve their customer experiences and drive ROI. Our clients include some of the most iconic brands in the world and they expect the highest level of professionalism and expertise. Day-to-day

• Own the health and success of your customers from go-live through to renewal and expansion
• Proactively engage your clients at the right times to demonstrate value and identify opportunities for growth and advocacy
• Use data insights to track client health, and forecast and mitigate risk of churn
• Provide technical guidance and support on product features and functionalities.
• Contribute to the scalability of the customer success team through automation and process optimization
• Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers
• Partner with sales counterparts to ensure renewal and expansion opportunities are planned, forecasted and actioned efficiently
• Collaborate with cross-functional teams to address technical or operational challenges promptly.

What we’re looking for

• Minimum of 5 year’s experience as a Customer Success Manager working with demanding SMB and mid market-size accounts.
• Experience managing a large book of business with known strategies of using automation, tools and meetings to drive meaningful change with clients
• Deep understanding of Shopify features and experience working with Shopify retailers
• Understanding of how Shopify works with other ERPs, WMS platforms. Ability to guide Shopify retailers in making the best use of the Narvar products and features
• Deep understanding of retail, e-commerce, and logistics.
• Master multitasker and can juggle multiple accounts simultaneously with outstanding attention to detail
• Influence product, success, support, and sales teams to get things done
• Enjoy working in a fast-paced environment and have strong project management and communication skills
• Superb client-facing skills and radiate enthusiasm, high energy, poise, and confidence
• Articulate the value proposition of a technology platform to meet client needs
• Experience working within a Customer Success Platform (ie Gainsight, Churn Zero, Catalyst, etc) to manage book of business at scale
• You have a BA/BS degree or equivalent experience
• Familiarity with data analytics and reporting tools such as Looker, Google Data Studio, and Tableau.

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