Customer Success Manager

ViSenze is a fast-growing, global Retail AI solution provider trusted by the world’s leading brands, and global retailers, and established as market leader after a decade of driving the adoption of AI and Computer Vision. Recognized as an established market leader and innovator - 2020 CB Insights Top 100 Innovator in Retail - we are looking for a self-starter with keen interest in retail technology to join our Expansionary team as a **Customer Success Manager**.

Reporting directly to the Director, Customer Success, you will be instrumental in implementing a customer success practice from pre-sales to post sales engagement and assist to scale and position Customer Success as a driver to accelerate deal flow and generate upsell opportunities. We are a metrics-driven organization, so you will also help create measurement and feedback loops to be built into all our products and systems.
**Responsibilities**
- Assist to drive and implement our CS plan for the pre and post sales organization, focusing on product adoption and amazing customer experience in our Product Led Growth strategy
- Optimise customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Work closely with the sales management to align on strategies, upsell opportunities and successful PoC
- Partner with Marketing and Product teams to develop, define and implement effective customer success strategies, including client onboarding
- Drive Account Growth Outcomes, includes and not limited to the following:

- Expand our revenue in accounts through new sales and up-sell opportunities
- Increase the LTV through higher product adoption, customer satisfaction and overall health scores
- Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
- Consult with customers to understand their current capabilities, use cases, and workflows, and develop custom plans, where necessary, that fits their needs
- Ensure that the right metrics are being tracked to have satisfied customers all the time.
- Establish metrics for the customer to understand their return on investment.
- Ensure customers are up on the latest capabilities of ViSenze to get maximum value

**Qualities we are looking for - Is that you ?**
- **Product expertise** - You have worked with a data product or a product used by a user audience
- **You Have Seen Success**:

- Ideally, you have 5+ years of experience in the pre or post-sales management field and had experience working in a fast-growing startup; Experience in fashion or retail tech will be advantageous
- **Strong Project Management Skills** - You’re great at scoping out multi-month projects and can keep lots of different stakeholders aligned on a shared goal
- **Track record of generating revenue** - Proven experience in driving new and expansion sales, driving software adoption and, leveraging customer success best practices
- **Curiosity** - Interest in learning and exploring, experimenting, and teaching others
- **Emotional Intelligence (EQ)** - Genuine desire to see other people succeed and help them get there
- **Self-motivation** - Desire to work in a startup environment without the structure of big companies
- **Data & Process Savvy** - Demonstrated operational excellence in analytical thinking, process development and, improvement, problem-solving, communication, delegation and planning

**Requirements**:

- Minimum 5 years experience in Customer Success, Relationship Management/Account Management, and/or Client Services in a successful, fast-growing SaaS company
- Experience in account management/ customer success programs within fashion or retail technology will be advantageous
- Proven track record of driving key SaaS metrics for Customer Success (adoption, utilization, renewal, cross-selling, and customer satisfaction)
- Excellent communications skills (presentation, written, and verbal) to interact with all levels of leadership
- Experience influencing leadership, managing projects, dependencies, bottlenecks, escalations, anticipating, and making trade-offs
- Experience to manage multiple competing priorities with high-attention to detail

**About Us**:
ViSenze is a fast-growing, global Retail AI platform provider. Our AI solutions redefine how Retailers, Brands, and Marketplaces improve their businesses, both on the digital shop floor and behind the scenes. We optimize product discoverability, provide deep catalog intelligence, and drive contextually relevant ads that are proven to shorten the conversion path for consumers both online and in-store.